What are the responsibilities and job description for the Customer Success Manager position at JPMorgan Chase?
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 Infrastructure Platforms Data Protection & Recovery, 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
- Facilitate product adoption, expansion, and retention activities to maintain a healthy customer base
- Lead customer forums to share best practices, demonstrate key product functionalities, and gather feedback on product impact
- Define goals and strategy by customer persona
- Evaluate and manage customer impacts through assessing customer tickets, survey analysis, Adobe analytics trends, etc.
- Guide customers through the onboarding process and configure the product according to customer requirements, leveraging a deep understanding of new and enhanced products and capabilities
- Manage key success metrics and relay data and feedback to the Product team to inform new features and priorities
Required qualifications, capabilities, and skills
- 5 years of experience or equivalent expertise in customer success roles within product or technology
- Proven capability to influence product adoption and enhance customer retention
- Strong verbal and written communication skills, along with interpersonal abilities to effectively engage and influence stakeholders at all levels
- Demonstrated ability to quickly learn new technologies and teach them to others
Preferred qualifications, capabilities, and skills
- Proficient knowledge in business to business (B2B) environment or as a colleague in a customer environment
