Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager, Vice President in Kinexys Liink, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team.

Kinexys is a well-established blockchain product line within the J.P. Morgan Chase Payments Business Unit. Our team is dedicated to a model of shared success, delivering exceptional value to our clients and fostering intellectual curiosity. We prioritize honesty, challenge the status quo and embrace a culture of learning from our mistakes.

Job responsibilities

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base

• Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs

• Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements

• Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities

• Execute on a comprehensive customer success strategy through proactive engagement, onboarding, expansion and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives.

• Deliver differentiated products that address market needs and represent viable business opportunities, working closely with the product design team to offer customized client solutions.

• Collaborate with functional partners across Legal, Compliance, Finance, Technology, and Operations to design products that are viable, scalable, and supportable by the broader J.P. Morgan organization.

• Manage network communication on key changes and new feature roll outs to external and internal stakeholders

• Take a client-first approach which ties back to how the product aligns with client needs

• Promote growth by seeking new business opportunities with industry leaders, maintaining a strategic pipeline, and providing insights to Kinexys leadership.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in customer success roles in product or technology

• Demonstrated ability to influence product adoption and customer retention

• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels

• Proven ability to learn new technologies and teach it to others

• Bachelor's degree or equivalent.

• Proven industry experience in financial services and/or enterprise fintech.

• Expertise in payments cash management, with a strong understanding of payments processing systems and the blockchain and distributed ledger space.

• Exceptional logical thinking and attention to detail.

• Ability to deconstruct complex problems into smaller, manageable components and prioritize them using solid data.

• Proactive, ownership-driven, and results-oriented. With ability to work independently and identify new business opportunities in a dynamic environment.

• Enthusiastic about building innovative payment solutions that challenge industry norms.

Preferred qualifications, capabilities, and skills

• Experience in a business to business (B2B) environment or as a colleague in a customer environment

• Industry experience as a Solution Manager with external clients, preferably in the payments, liquidity and/or cash management domain.

• Understanding of international markets from a payments, FX, securities, custody and treasury perspective.

• Experience working in a fast-paced, highly cross-functional organization.

• Advanced knowledge of the product development life cycle, technical design and data analytics

• Own client contracting and commercial negotiations