Head of Cap Table Support - Customer Success - VP

JPMorgan Chase•Nashville, TN

18d

About The Position

JP Morgan Workplace Solutions is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans for public and private companies. Serving over 1,800 corporate clients, from start-ups to multinational corporations, we manage nearly $300 billion in assets for over 1 million employee participants worldwide. We are a dedicated global team of over 1,000+ professionals at the forefront of transforming equity compensation worldwide. This role is dedicated to supporting private companies at every stage, from pre-seed to IPO, helping them navigate the complexities of equity management and drive successful outcomes for their employees and stakeholders. As Head of Private Support (VP) at Workplace Solutions, you will own and lead the support desk for our private company clients, ensuring every customer query is addressed with professionalism and care. You will nurture relationships with free-tier customers, proactively engage them to maximize satisfaction, and identify opportunities for upsell and cross-sell. This role requires a strong sense of accountability, exceptional organizational skills, and the ability to lead and inspire a team in delivering outstanding support experiences. You will set the standard for customer care, drive process improvements, and act as a trusted advisor, helping clients realize the full value of our solutions.

Requirements

Experience with cap table management, the venture ecosystem, or share plans.
Experience managing a support function, including team leadership and resource allocation.
Proactive approach with a commitment to serving as a trusted advisor to customers.
Exceptional personal, listening, written, and verbal communication skills.
Demonstrated success in building and nurturing client relationships at multiple levels.
Ability to lead, motivate, and develop creative solutions to complex problems while managing multiple initiatives and priorities.
Strong understanding of customer requirements and ability to identify and drive up-sell and cross-sell opportunities.
Track record of delivering operational efficiencies and process improvements.
Ability to act as an escalation point and resolve complex customer issues with professionalism and urgency.
Experience collaborating with product, engineering, and cross-functional teams to optimize client handling and support processes.

Nice To Haves

Bachelor’s degree in economics, business, or a related field.
Experience with cap table or equity plan management is a plus.
Experience with cloud-based software platforms.
Project management experience with excellent organizational skills.
Success-oriented mindset with a focus on customer satisfaction and continuous improvement.
Superior critical thinking, decision-making, and problem-solving skills.
Experience designing and implementing scalable customer engagement or enablement programs.
Familiarity with financial services or technology-driven environments.

Responsibilities

Oversee all support activities for the free customer base, ensuring timely, accurate, and professional responses to client queries.
Continuously seek out efficiencies in support processes, leveraging technology and best practices to improve response times and service quality.
Proactively identify high-value customers within the free base, engage with decision-makers, and drive initiatives to upgrade clients to paid solutions where appropriate.
Manage and allocate support resources across the team, ensuring consistently high standards in customer care.
Act as the primary escalation point for complex or high-priority support queries, ensuring swift and effective resolution.
Develop and maintain strong relationships with free-tier customers, acting as their advocate for day-to-day and escalated issues.
Collaborate with product and engineering teams to optimize client handling, provide feedback on client needs, and contribute to continuous improvement of support tools and processes.
Ensure customer satisfaction through proactive communication, issue resolution, and performance measurement.
Stay informed about industry trends and developments to enhance support strategies and provide valuable insights to clients and the organization.
Lead training and enablement initiatives for the entire customer base, designing and implementing scalable engagement strategies for free customers.
Identify and refer cross-line-of-business opportunities, connecting customers to relevant JPMorgan services across the bank.
Demonstrate the ability to be hands-on and detail-oriented in daily operations, while also communicating effectively with senior stakeholders.