Customer Success Executive Director - Infrastructure Platforms

JPMorgan Chase • Jersey City, NJ

87d

About The Position

As a Customer Success Director within JPMC’s Central Infrastructure Platforms team, you will lead efforts to enhance the impact of the Customer Success team. You will oversee customer success initiatives, promote customer health metrics, and manage the onboarding journey, focusing on product adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

Requirements

• 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.
• Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
• Strong writing and communication skills with experience constructing technical business cases and developing strategic plans.
• Experience within technical account management, professional services, or customer advisory roles.

Nice To Haves

• 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.
• Certifications in AWS (SA Associate level preferred), or equivalent in Azure and/or GCP.
• Familiarity with waterfall and agile methodologies, preferring waterfall for customer initiatives and agile for downstream collaboration.
• Strong problem-solving skills and ability to adapt to changing business needs and priorities.
• Experience in utilizing data-driven insights to inform product development and customer success strategies.

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 satisfaction (CSAT), and delivers these metrics to leadership.
• Takes a customer-first view which ties back to how the product impacts our customer groups.
• Supports an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
• Supports customers broadly as their cloud tech advisor and navigator of the IP org which includes private and public cloud platforms, products, abstraction layers, and tooling.
• Leads a cross-functional matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
• Drives annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
• Identifies shared customer goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.

What This Job Offers