JPMorgan Technology Infrastructure Customer Success Manager 

United Kingdom, England, London 

931777158

Employer Description

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Job Description

In this role you will work closely with a wide variety of infrastructure teams to actively reduce friction points in the end-to-end value chain seeking to reduce delivery timeframes and continuously improve quality of the delivered products and services. The current focus is ensuring the infrastructure plan for in-country Data Centers is coordinated across all products and services to ensure delivery on-time and meet customers’ requirements. The role requires strong communication skills and a thorough understanding of hardware and Data Centre infrastructure and product life cycle management. Most importantly, candidates should have the ability to think and operate laterally across Product Lines in-order to pull these teams together to meet customer requirements. You should be comfortable challenging the status quo and communicating key messages to senior management.

Key Responsibilities include:

• Working with Base Compute Supply Chain and other partners to improve end-to-end value chains relating to the delivery of infrastructure hardware to our Data Centres with a focus on APAC and EMEA. Be prepared to take the lead on coordination of ‘horizontal’ issues that cut across Product Lines.
• Establish and facilitate an infrastructure hardware Technology Lifecycle Steerco for in-country DC Compute, Network and Storage infrastructure.
• Support our APAC based customers’ product enquiries and help resolve escalations.
• Contribute to Compute Platforms & Network Services Delivery Integration call – a weekly coordination call with product team representatives, regional architects and senior management.
• Think like a customer and challenge our products and services to continuously improve the integration of their offerings.
• Be prepared to support the wider Customer Success team in their initiatives designed to improve the Base Compute customer experience.

The candidate:

• Must have 5+ years experience in technology.
• Should have a technical background, ideally in Data Centre related infrastructure. Must be willing to learn about the how the infrastructure underpins our products.
• Should have a good understanding of the Product Operating Model. Knowledge of the Infra-Platforms on-prem products and how they relate would be useful.
• Must have some experience in stakeholder management and demonstrate the ability to establish productive working relationships and influence decision-making across cross-functional teams.
• Should have a track record of taking ownership for the integration and or coordination of different technical teams to achieve a desired outcome.
• Can demonstrate success in developing executive-level messages and providing communications to senior management teams.
• Must have good leadership skills. High EQ, strong communication and interpersonal skills are a necessity in this role with the ability to motivate and/or influence others.
• Should exhibit strong analytical skills and be able use technical data and product analytics to support arguments and decision making.
• Should have some experience in stakeholder management with the ability to establish productive working relationships across cross-functional teams.
• Must have a high level of independence, energy and integrity. They must also demonstrate respect for a diversity of opinions and styles.

Working level knowledge of MS Office, particularly Excel and PowerPoint; other tools helpful.