Customer Success Associate - Chief Data & Analytics Office Client Engagement

JPMorgan Chase & Co.•Jersey City, NJ

2h•$74,100 - $109,000

About The Position

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences. As a Customer Success Associate in Chief Data & Analytics Office Client Engagement Team, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role. You support customers and colleagues in their journey toward achieving desired outcomes on JPMorganChase’s firmwide Data & AI Platform. You help users of all experience levels—from business analysts to data scientists and engineers—discover, access, and responsibly use the platform’s data, AI, and governance capabilities. As a primary point of contact for inquiries and issues, you provide clear guidance, resolve problems efficiently, and drive adoption of self-service tools. You work closely with the Customer Success team and cross-functional partners (including Product, Engineering, and SRE) to ensure a seamless customer experience while building the skills you need to grow within your role.

Requirements

2+ years of experience or equivalent expertise in customer success or a relevant domain area
Strong verbal and written communication skills
Comfortable using technology with a willingness to learn new technological skills, programs, and tools
Demonstrated analytical skills and critical thinking ability
Client-obsessed service mindset with professionalism, empathy, and strong follow-through.
Ability to translate complex, technical topics into simple, actionable steps for non-technical audiences.
Working knowledge of data and platform concepts (e.g., datasets, access/permissions, metadata, and governance).
Experience triaging requests/issues and managing work through a queue, ticketing system, or similar workflow.
Hands-on troubleshooting skills for common user setup, access, and integration challenges; knows when and how to escalate.
Ability to create clear documentation, FAQs, and how-to guides to enable user self-service.
Operational rigor and organization skills to prioritize effectively, meet SLAs, and use KPIs/OKRs to drive continuous improvement.

Nice To Haves

Experience supporting enterprise data/AI platforms, analytics tools, or internal developer platforms.
Familiarity with data governance practices and tooling (e.g., data cataloging, access workflows, policy controls).
Basic SQL proficiency and comfort validating data or diagnosing issues using queries where applicable.
Experience with incident management, post-incident reviews, and preventive action tracking (e.g., ITIL-aligned practices).
Familiarity with APIs and integrations and common root causes of connectivity/authentication issues.
Experience creating training materials and leading enablement sessions (office hours, clinics, short trainings).
Experience measuring and improving service outcomes using operational metrics (e.g., CSAT, deflection, time-to-value).

Responsibilities

Helps execute product adoption, expansion, and retention activities to support a healthy customer base
Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
Investigates and resolves customer issues in a timely and efficient manner
Tracks and analyzes key metrics to measure customer success
Serves as the first line of support for the firmwide Data & AI Platform, triaging and resolving user inquiries.
Builds a comprehensive understanding of capabilities offered by the platform (data, AI, and governance) to manage client queries quickly and efficiently.
Provides tailored guidance for users at varying skill levels; translates requirements into clear next steps and recommended paths.
Troubleshoots common setup and integration issues in collaboration with Product, Engineering, and SRE.
Identifies, documents, and resolves incidents; coordinates cross-team escalations; provides timely user updates; contributes to post-incident reviews and preventive actions.
Creates and maintains knowledge base articles, quick-start guides, FAQs, and how-to content to reduce friction and increase self-service.
Hosts office hours, clinics, and short training sessions to improve user proficiency and adoption.