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Internal Customer Success Director, Executive Director



Customer Service, Sales & Business Development
Jersey City, NJ, USA
Posted on Thursday, July 11, 2024

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 Central Infrastructure Platforms team, 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.

Job 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
  • 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.
  • Your role includes managing direct reports in customer facing roles as well as leading a cross-functional matrixed (indirect reporting) resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
  • Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
  • Identify shared customers goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.
Required qualifications, capabilities, and skills
  • 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.
  • Navigate complex matrix organizations with globally dispersed resources.
  • Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
  • Cloud technical certifications in AWS, Azure and/or GCP.
Preferred qualifications, capabilities, and skills
  • 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
  • Experience within technical account management, professional services, or customer advisory functions.