Bulge Bracket Investment Banks

Customer Success Manager, Executive Director

at J.P. Morgan

Tech LeadNo visa sponsorshipTech Sales

Posted a month ago

No clicks

Compensation: Not specified
City: New York City
Country: United States

Lead Customer Success for JPMC’s Central Infrastructure Platforms, driving strategy for onboarding, product adoption, expansion, and retention for large internal customers. Own customer health metrics, CSAT, and executive reporting while coaching and scaling a cross-functional team of Solutions Architects, Customer Success Analysts, and operational support. Act as a cloud technology advisor across public and private cloud platforms and align platform owners to deliver against shared customer goals. Drive annual strategic planning, construct technical business cases, and communicate effectively with executive stakeholders.

Location: New York, NY, United States

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Customer Success Director within JPMC’s Central Infrastructure Platforms team, you will lead efforts to enhance the impact of the Customer Success team. You will oversee customer success initiatives, promote customer health metrics, and manage the onboarding journey, focusing on product adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

Job responsibilities

Develops and executes a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives
Coaches the team on account meeting best practices including communications, customer retention, research, and expansion
Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership
Takes a customer-first view which ties back to how the product impacts our customer groups
Supports an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
Supports customer broadly as their cloud tech advisor and navigator of the IP org which includes private and public cloud platforms, products, abstraction layers, and tooling.
Leads a cross-functional matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
Drives annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
Identifies shared customers goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.

Required qualifications, capabilities, and skills

8+ years of experience or equivalent expertise in customer success roles in product or technology
Experience managing customer bases with technology applications and advising teams on best practices
Proven ability to influence the adoption and retention of our products across a diverse customer base
Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale
Demonstrated knowledge of both public and private cloud offerings as well as technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
Exhibit strong writing and communication skills with experience constructing technical business cases, calculating ROIs, and developing strategic plans.
Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
Strong writing and communication skills with experience constructing technical business cases and developing strategic plans
Experience within technical account management, professional services, or customer advisory roles.

Preferred qualifications, capabilities, and skills

Experience in a business to business (B2B), software as a service (SaaS), or technology environment
Advanced knowledge of the product development life cycle, technical design, and data analytics
Knowledge of customer consumption and renewal patterns
Certifications in AWS (SA Associate level preferred), or equivalent in Azure and/or GCP.
Familiarity with waterfall and agile methodologies, preferring waterfall for customer initiatives and agile for downstream collaboration
Strong problem-solving skills and ability to adapt to changing business needs and priorities
Experience in utilizing data-driven insights to inform product development and customer success strategies

Oversee customer initiatives, lead onboarding and retention, direct strategy, coach teams, and focus on product impact.

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