Securities Services - Customer Success Manager - Vice President

Location: Boston, MA, United States

Job Family: Customer Success

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a proud history of innovation and client focus. As a Customer Success Manager - Vice President in our Securities Services division, you will play a pivotal role in building lasting relationships with institutional clients, driving the adoption of our world-class products, and ensuring their success in navigating complex financial landscapes. Based in our Boston office, you will leverage your expertise in securities services to deliver proactive engagement, personalized solutions, and exceptional value, contributing to JP Morgan's reputation as a trusted partner for asset managers, pension funds, and other sophisticated investors. This position offers the opportunity to work in a dynamic environment where your strategic insights directly impact client retention and business growth. Your key responsibilities will include serving as the trusted advisor to a portfolio of high-profile clients, conducting regular business reviews to assess needs and opportunities, and collaborating with cross-functional teams to implement customized success strategies. You will analyze usage data and market trends to recommend enhancements to our custody, fund administration, and analytics platforms, while addressing any challenges to maintain seamless service delivery. By fostering deep partnerships and promoting JP Morgan's innovative solutions, you will help clients optimize their operations amid evolving regulatory and technological demands in the financial services industry. We seek a seasoned professional with a passion for customer excellence and a deep understanding of securities services. In this Vice President-level role, you will thrive in a collaborative culture that values integrity, innovation, and inclusion. Join JP Morgan Chase to advance your career while making a meaningful difference for our clients and the broader financial community.

Key Responsibilities

• Build and maintain strong, long-term relationships with key clients in the securities services space to ensure high satisfaction and loyalty
• Proactively engage with customers to understand their needs, identify opportunities for product adoption, and drive usage of JP Morgan's securities services offerings
• Serve as the primary point of contact for client escalations, resolving issues efficiently while collaborating with internal teams such as operations and technology
• Develop and execute tailored customer success plans, including onboarding, training, and ongoing support to maximize value from JP Morgan's custody, fund accounting, and data solutions
• Analyze client feedback and usage data to recommend enhancements and upsell opportunities, contributing to revenue growth
• Collaborate with product and sales teams to align customer insights with JP Morgan's innovation roadmap in securities services
• Monitor industry trends and regulatory changes to advise clients on best practices and compliance in asset servicing
• Prepare and deliver executive-level reports and presentations on client performance, adoption metrics, and success stories
• Foster a customer-centric culture within the team by sharing best practices and mentoring junior staff
• Participate in client events, webinars, and thought leadership initiatives to enhance JP Morgan's brand in the financial services community

Required Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field
• Minimum of 7 years of experience in customer success, account management, or relationship management within the financial services industry
• Proven track record in driving product adoption and customer retention in securities services or asset management
• Strong understanding of securities services, including custody, fund administration, and middle office solutions
• Experience working with institutional clients such as asset managers, pension funds, and hedge funds
• Excellent communication and presentation skills with the ability to influence senior stakeholders
• Ability to travel up to 20% for client meetings and industry events

Preferred Qualifications

• Advanced degree (MBA or equivalent) in Finance or related discipline
• Series 7 and/or Series 63 licenses
• Prior experience at a global financial institution like JP Morgan Chase
• Knowledge of regulatory frameworks such as SEC, MiFID II, and Dodd-Frank
• Fluency in additional languages relevant to international clients

Required Skills

• Client relationship management
• Product adoption strategies
• Financial services knowledge (securities custody, fund administration)
• Analytical thinking and data interpretation
• Problem-solving and issue resolution
• Stakeholder influence and negotiation
• Presentation and public speaking
• Project management
• Regulatory compliance awareness
• CRM tools (e.g., Salesforce)
• Microsoft Office Suite proficiency
• Cross-functional collaboration
• Strategic planning
• Customer feedback analysis
• Industry trend monitoring

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company match
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and other financial wellness benefits
• Wellness programs including gym memberships and mental health support
• Flexible work arrangements and hybrid work options in Boston

JP Morgan Chase is an equal opportunity employer.