Customer Success Director - Engineering

at  JPMorganChase

JOB DESCRIPTION

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.
As a Customer Success Director in Enterprise Technology, you are one of the leaders driving impact on the Customer Success team. Oversee our customer success initiatives, drive customer health metrics, and manage the customer’s onboarding journey of the product’s adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

REQUIRED QUALIFICATIONS, CAPABILITIES, AND SKILLS

• Experience with DevOps practices and methodologies
• Familiarity with CI/CD (Continuous Integration/Continuous Deployment) concepts and tools
• Ability to understand technical concepts and translate them into user-friendly product features
• Excellent communication and collaboration skills, with the ability to effectively work with stakeholders at all levels of the organization
• Experience identifying opportunities, building a product controls strategy, and influencing deliver against a multi-year roadmap
• Journey Mapping & Process Mapping
• Ability to handle multiple competing priorities and problem solving in a fast-paced and constantly changing environments
• Strong leadership, project planning and execution skills
• Delivering Effective, Clear Concise Presentation, Training and workshops.
• Knowledge of the product development life cycle and data analytics
• Experience driving change within organizations and managing stakeholders across multiple functions

PREFERRED QUALIFICATIONS, CAPABILITIES, AND SKILLS

• Experience in a business to business (B2B), software as a service (SaaS), or technology environment
• Previous software developer experience and an understanding of code.
• Be the connection between EPiX Engineering, Product Management and Engineering by helping to onboard customers, serve as a mentor and spot cross opportunities
• Foster client engagement and product use with regular check-ins with customers to ensure consistent use of products, identifying issues or lack of features, ultimately keeping customers happy and active.
• Be a customer advocate by justifying the strategic importance of customer wishes to product managers and advocate for the Engineer’s Platform by exciting customers about upcoming product launches and updates.

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

• Develop and execute go-to-market strategies for new products/releases, from inception to launch, ensuring alignment with overall EPiX objectives.
• Define product positioning, messaging, and value propositions that resonate with target customers and drive adoption.
• Conduct market research and analysis to identify customer needs, market trends, competitive landscape, and opportunities for differentiation.
• Collaborate with product development teams to influence product roadmap and prioritize features based on customer requirements.
• Partner with communication team to create content, and campaigns that support product launches and ongoing promotion.
• Monitor and analyze product performance post-launch, gathering feedback and insights to iterate on strategies and improve future launches.