Partnering with mission-driven entrepreneurs to build Rocky Mountain technology companies of impact, utility, and value.

Shape the future of our customer experiences and directly influence product success. Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments.

As a Client Success Associate in Liink by J.P. Morgan, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the Client Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction.

Liink's Client Success (CS) team manages all Liink application client implementations and internal strategic business initiatives. As a Client Success Associate, you will be leading client technical implementation and account management of the clients once they are live on the network. You will be working closely with participants Implementation Lead, and Engineering, Product, Operations team across internal and client’s organizations. The onboarding and client management are incredibly important in the success of our clients and our strategy, and you will be expected to provide world-class service and support to make it all possible. You may also be asked to lead strategic projects with business partners to drive operational efficiency or improve client experience.

Job responsibilities

• Executes product adoption, expansion, and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
• Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
• Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
• Planning, scheduling, and management of client technical implementation project timelines; regularly communicate project status to internal stakeholders and clients
• Provide technical and product expertise to customers enabling comprehensive solution to be implemented during participant onboarding process
• Manage ongoing client inquiries and service issues
• Operationalize new and existing policies, processes, and procedures with the Liink Product team and cross-functional partners such as Legal, Compliance, Risk, Cyber, Technology
• Manage collateral creation and maintenance of client-facing documentation (e.g. technical implementation forms, network permissioning requests, etc.)

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in customer success or a relevant domain area
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
• Experience of working in financial services, ideally in product or program management functions
• Experience in a client facing and / or technology focused role where business experience and technical acumen was combined
• Excellent communication skills and proven ability to manage stakeholders, timely escalations, project timelines.
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease
• Execution focused, action-oriented and adaptable to meet the evolving needs of a high-growth and fast paced organization
• Proficient in Salesforce, Confluence, Jira, and Microsoft Office Suite

Preferred qualifications, capabilities, and skills