Job Description
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 Engineer's Platform & Integrated Experience (EPiX), 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.
You will ensure customers (50,000+ JPMC software engineers) get their desired outcome when using the EPiX suite of products, a connected and innovative, self-service engineer experience platform. You will play an active role in increasing engineer retention, preventing churn and building long-term customer relationships by providing consistent value. You will help to streamline the onboarding process, educate customers on new and existing products and features, and continuously improve the customer experience. You will collect customer feedback and close feedback loops. You will be involved with mapping customer success journeys to help spot and remove friction and will build and implement the customer success playbook.
Job 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
- Manage the Customer Journey by supporting our clients at every stage of their journey with Engineering Experience, ensuring they have a seamless and positive experience.
- Promote Customer-Centric collaboration by ensuring customer concerns are heard loud and clear. Work closely with the product, engineering, and support teams to influence the product roadmap and address customer needs.
- Ensure a fast time to value by conducting training sessions and create educational materials to help support product launches and help customers understand and use our products effectively.
- Build strong, long-lasting relationships with customers by understanding their business goals and helping them achieve success with our products.
- Keep a high-level view of the support process by recognizing which problems affect multiple clients and use data to forecast what those trends mean for future churn. Identify and resolve product knowledge related customer issues, offer product solutions to pain points, and find opportunities to enhance our products.
- Ensure Customer Engagement and Satisfaction with regular check-ins making sure customers are getting the most from the EPiX Platform. Identify issues or missing features and work to keep them happy and satisfied.
Required qualifications, capabilities, and skills
- 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
- Proven ability to learn new technologies and teach it to others
- Experience with PDLC and Agile development in SDLC
- Knowledge of DevOps practices, methodologies and tools with the ability to understand technical concepts and translate them into user-friendly product features
- Journey Mapping & Process Mapping
- Strong leadership, project planning and execution skills
- Delivering Effective, Clear Concise Presentation, Training and workshops.
- Analytical and problem-solving skills, with the ability to make data-driven decisions and prioritize features based on customer needs and business goals.
Preferred qualifications, capabilities, and skills
- Experience in a business to business (B2B) environment or as a colleague in a customer environment
- Bachelor's degree in Engineering, Computer Science or related technical field
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
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