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 baseConducts 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 needsGuides 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 enhancementsTracks key success metrics and provides data and feedback to the Product team to inform new features and prioritiesSupport 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 technologyDemonstrated ability to influence product adoption and customer retentionExcellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levelsProven ability to learn new technologies and teach it to othersDemonstrated 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 environmentAdvanced knowledge of the product development life cycle, technical design, and data analyticsExperience within technical account management, professional services, or customer advisory functions.