Client Success Managers (CSMs) are dedicated to fostering close relationships with their clients, understanding their requirements and expectations, and taking accountability for issue resolution. They engage in proactive client management and cultivate long-term partnerships to become trusted advisors. Additionally, CSMs build strong relationships with Operations and other groups, such as Product, Sales, and Technology, both locally and regionally, to ensure effective service delivery to clients. CSMs collaborate with and manage through various functional areas, both locally and globally, to ensure timely and efficient service provision. They operate with a high degree of autonomy in managing daily deliverables to clients.
As a Client Success Manager Vice President in Securities Services, you will be responsible for managing a portfolio of Securities Services' Custody and Fund Services clients. In this role, you will have ultimate ownership of your clients' satisfaction with J.P. Morgan's products and services.
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Job responsibilities:
- Understand clients' business needs and agendas (roadmaps) to cultivate long-term partnerships with key clients.
- Take full responsibility for service delivery across Securities Services, building relationships internally and externally to understand client requirements and expectations.
- Drive the resolution and management of client queries, data and reporting collation, delivery issues, and track progress, leveraging internal teams as appropriate.
- Provide thought leadership and partner with Product Management and Product Development to deliver effective solutions to clients.
- Maintain client profiles and service level documents for your assigned book of clients.
- Lead in-person meetings with your client base to build relationships, establish an ongoing governance structure, update clients on product and system enhancements, and ensure their ongoing satisfaction with J.P. Morgan.
- Complete periodic relationship reviews for your clients.
- Monitor and manage billing for accuracy on a monthly and annual basis.
- Coordinate client training for proprietary J.P. Morgan technology.
- Coordinate service delivery across all products and services, including iMOS, Custody, Cash, FX, Liquidity, Fund Services, and Trading Services.
Required qualifications, capabilities, and skills:
- 10 years in Financial Services, particularly in the Securities Servicing Industry.
- Proven experience in a senior role related to Client Service, Implementation, Project Management, Product Development, or Operations.
- Familiarity with products such as Custody, Fund Accounting, Fund Administration, Hedge Funds Servicing, Investment Analytics, Compliance, ETFs, IMOS, Private Equity and Real Estate Services, Securities Lending, Collateral Management, and Trading Services.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Focus on accountability, action, and outcome to ensure solutions meet client needs while aligning business deliverables with the firm's mission and goals.
- Proven ability to gain access to individuals within a wide range of functions in the organization.
- Ability to earn a reputation for integrity, intelligence, and problem-solving.
- Ability to prioritize, handle multiple tasks, and work with minimal supervision.
- Strong work ethic with a desire to work with teams.
- Willingness to learn the products and processes offered by Securities Services.
Preferred qualification, capabilities, and skills:
- Cantonese/ Mandarin language skills are advantageous.
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.