Sponsor Backed Client Success Manager

Sponsor Backed Client Success Manager

Requirements

• Bachelor’s degree and/or minimum 8 years of equivalent prior work experience in Relationship Management
• Proven client interaction skills to calibrate & manage client expectations
• Ability to work both independently and as a team player
• Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
• Excellent communication skills, both written and oral
• Ability to multi-task and manage priorities effectively
• Ability to adapt to a rapidly changing business and technology environment
• Exceptional problem-solving skills
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
• Have operational and functional knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issues
• Experience or working knowledge of Products in deposit, banking, treasury management, credit, and capital markets to potentially send referrals to our partners

Responsibilities

• Provide Clients and prospects with unparalleled insights and first-class service by managing/resolving client escalations and issues
• Act in a straightforward and responsive manner using clear communications and behaviors with the clients best interests in mind
• Provide insights and offer unique intelligence that matters to each client
• Contribute to strategic client reviews and long-term planning by partnering with the Sponsor Payment Executive to uncover servicing and growth opportunities
• Help the coordination and project management of product implementations with an eye to being a steward of the positive client experience
• Assist in relationship reviews, Sponsor Account Review Committee (SpARC) briefings with Senior Leadership, client experience data analysis and reporting of trends
• Help manage projects for large client implementations and set the trajectory for key client projects such as exception pricing, bulk processing, fraud practice efficacy or payments optimization
• Work with key partners in the JPM Universe for certain elements of risk management or address gaps in servicing
• Help aggregate, coordinate or track PortCo client survey responses and participate in the solution building as part of the Action Plan to improve the client experience
• Coordinate with Sponsor or PortCo market partners to participate in pitches for prospect clients to show the value add of the service model
• Coordinate with the Sponsor Payment Executive, Onboarding Program Managers, PortCo Bankers, PortCo Client Service Professionals or other key partners to assist with onboarding/integrating new clients or to assist with periodic client renewals

Preferred Qualifications

• MBA or Project Management Certification is a plus
• Experience or working knowledge of investment offerings, specifically the Private Equity market, is preferred