Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager in JPMC's central Infrastructure Platforms team, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team.

Job responsibilities

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base
• Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers' business needs
• Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
• Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities
• Support an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
• Your primary focus will be to support your 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.
• Your role includes 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

• 5+ years of experience or equivalent expertise in customer success roles in product or technology
• Demonstrated ability to influence product adoption and customer retention
• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
• Proven ability to learn new technologies and teach it to others
• 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) environment or as a colleague in a customer environment
• Advanced knowledge of the product development life cycle, technical design, and data analytics
• Experience within technical account management, professional services, or customer advisory functions.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Base Pay/Salary
New York, NY $118, 750.00 - $187, 500.00 / year; Jersey City, NJ $118, 750.00 - $187, 500.00 / year