JPMorgan Customer Success Manager - Product Manager/Agility Lead 

United States, Ohio, Columbus 

669765026

Job responsibilities

• Conduct live training sessions, webinars, and workshops for various stakeholders.
• Develop and design engaging and effective instructional materials, including e-learning modules, user guides, video tutorials, and other training resources.
• Create detailed training plans and curricula tailored to different audiences, including customers, sales teams, and support staff.
• Collaborate with product managers, engineers, and subject matter experts to understand product features and functionalities.
• Provide one-on-one training and support as needed.
• Coach and partner with various stakeholders such as Product Managers, Product Owners, Business Owners, and IT leads to help ensure strategy and execution alignment as we adapt and maintain our product tooling suite
• Bring energy and engagement around tool adoption and excellence, throughout the enterprise by creating, launching, and facilitating organizational learning through daily product team engagement, Communities of Practices, Lunch & Learns, etc.
• Triage and escalate, when needed, impediments to tool adoption and issues within the tools.
• Develop and maintain integrated roadmaps, across all lines of business, for tools, templates, frameworks, process, and technology
• Co-facilitate quarterly assessments of teams to document instructional effectiveness and drive continued tool maturity & improvements
• Bring industry best practices and new ideas to the team, implementing fit-for-purpose improvements

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in customer success roles in product or technology
• Strong coaching, facilitating, mentoring and teaching skills.
• Exceptional communication, influencing, leadership and problem-solving skills
• Familiarity/basic understanding of accessibility standards (Understanding of web content accessibility guidelines (WCAG)
• Solid understanding of organizational change management.
• Strong executive presence and presentation skills.
• 5+ years of agile team & program level experience
• Advanced experience with Agile scaling patterns (e.g, SAFe, LESS, Scrum of Scrums) and supporting tools (e.g., Jira, Jira Align, Pi)
• Formal certifications / qualifications in Agile coaching (e.g., Certified Scrum Master, PMI-ACP)

Preferred qualifications, capabilities, and skills

• Experience with ADKAR or other formal change management methodology is a plus
• Knowledge of Agile Engineering practices including Enterprise Architecture, DevOps (CI-CD, Test Driven Development, BDD, etc.) is a plus