As a Senior Client Success Manager (CSM) 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.
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.
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 to ensure accuracy on a monthly and annual basis, while proactively minimizing aged receivables.
- 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 qualifications, capabilities, and skills:
- Proficiency in Malay language is an advantage.
