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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.