JPMC's central Infrastructure Platforms team is looking to elevate the customer journey by translating product insights into lasting relationships and harnessing expertise in proactive collaborations, onboarding, and product evolution. The Customer Success Manager will develop and maintain customer relationships that make product value propositions a reality, understand customer needs and goals, and act as a cloud tech advisor and navigator for the Infrastructure Platform organization.
Requirements
- 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.
- Cloud technical certifications in AWS, Azure and/or GCP.
- Advanced knowledge of the product development life cycle, technical design, and data analytics
- Proven ability to learn new technologies and teach it to others
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.
- Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
Other
- 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
- Navigate complex matrix organizations with globally dispersed resources.
- Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
- Experience in a business to business (B2B) environment or as a colleague in a customer environment
- Experience within technical account management, professional services, or customer advisory functions.
