Customer Success Director
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Job Summary
Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.
As a Customer Success Director in the central Infrastructure Platforms team you will be a key leader promoting impact on the Customer Success team. You will have the opportunity to oversee customer success initiatives promote customer health metrics and manage the customers onboarding journey of the products adoption expansion and retention for some of our largest this role you will establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.
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.
- 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.
- Lead cross-functional matrixed resources including Solutions Architects Customer Success Analysts and Operational/Production support specialists.
- 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
- Advanced experience and 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
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
About Company
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 ov ... View more
