Chase · 3 months ago
Customer Success Executive Director - Infrastructure Platforms
575 Washington Blvd, Jersey City, NJ, 07310, US
Full-time
Onsite
Director/Executive
$166K/yr - $260K/yr
8+ years expChase is seeking a Customer Success Executive Director within JPMC’s Central Infrastructure Platforms team to enhance customer experiences through transformative success strategies. The role involves overseeing customer success initiatives, promoting customer health metrics, and managing the onboarding journey for large customers while collaborating with cross-functional teams.
BankingFinancial Services
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
Supports an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization
Supports 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
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 customers goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives
Qualification
Required
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
Preferred
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
Company
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
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