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JPMorgan Infrastructure Technology Customer Success Director Executive United States, New Jersey, Jersey City 999998380
21.09.2024
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
- Support an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
- Supporting 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.
- Leading a cross-functional matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
- Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
- Identify 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.
- Navigate complex matrix organizations with globally dispersed resources.
- Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
- Cloud technical certifications in AWS, Azure and/or GCP.
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
- Experience within technical account management, professional services, or customer advisory functions.
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