Customer Success Executive Director - Infrastructure Platforms jobs in United States
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JPMorganChase · 2 days ago

Customer Success Executive Director - Infrastructure Platforms

positionJersey City, NJ
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
money$166K/yr - $260K/yr
date8+ years exp

JPMorganChase is one of the oldest financial institutions, offering innovative financial solutions to a wide range of clients. The Customer Success Executive Director will lead the Customer Success team within the Central Infrastructure Platforms, focusing on enhancing customer experiences, promoting product adoption, and managing customer relationships.

Asset ManagementBankingFinancial Services
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Growth Opportunities
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H1B Sponsor Likelynote

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

Customer success strategyCloud technology knowledgeTechnical account managementData analytics proficiencyAWS certificationCommunication skillsProblem-solving skillsTeam leadership

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

Benefits

Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching

Company

JPMorganChase

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With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.
dateFounded in 2000
location
New York, New York, USA
people-size10001+ employees
web-link
https://www.jpmorganchase.com/

H1B Sponsorship

JPMorganChase has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3471)
2024 (3469)
2023 (3395)
2022 (3594)
2021 (2515)
2020 (2495)

Funding

Current Stage
Public Company
Total Funding
unknown
1998-02-01IPO

Leadership Team

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Allison Beer
CEO of Card Services and Connected Commerce
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Dan Mendelson
CEO, Morgan Health
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