Customer Success Manager - Strategy
JPMorganChase
Full-time
On-site
New York, United States
$118,750 - $187,500 USD yearly
Description
As a Customer Success Manager in Employee Experience, 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 also help bring together all 30 Human Resource functions and make work better for everyone at JPMC. You will focus on Employee Success—helping defining strategy, setting priorities, and measuring what works. You’ll help connect work across employee experience and HR product teams, making sure employees are treated like customers and have a seamless, engaging, and effective experience
Job responsibilities
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 Employee Experience, 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 also help bring together all 30 Human Resource functions and make work better for everyone at JPMC. You will focus on Employee Success—helping defining strategy, setting priorities, and measuring what works. You’ll help connect work across employee experience and HR product teams, making sure employees are treated like customers and have a seamless, engaging, and effective experience
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
- Define and drive the Employee Success strategy, and analyze success and recommend improvements
- Sets priorities and track progress for the team
- Connects work across product, HR, marketing, and communications teams
- Gathers employee feedback and use it to guide decisions
- Be part of cross-functional projects and campaigns to boost adoption and satisfaction
- Helps build and coach a team focused on customer success and go-to-market strategy
- Be part of every stage of the employee journey—from onboarding to career development
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 leading strategy and business operations
- Strong project management and communication skills
- Ability to work across teams and manage multiple projects
- Passion for making work better for employees