At a Glance
- Tasks: Lead customer success strategies and inspire teams to enhance customer experiences.
- Company: Dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Inclusive workplace, competitive salary, and opportunities for professional growth.
- Other info: Join a diverse team committed to inclusion and employee well-being.
- Why this job: Make a real impact by transforming customer relationships and driving product adoption.
- Qualifications: Experience in customer success and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships. As a Product Director - Customer Success in the central Infrastructure Platforms team, you will be a key leader promoting impact on the Customer Success team. You will have the opportunity to oversee customer success initiatives, promote customer health metrics, and manage the customer’s onboarding journey of the product’s adoption, expansion, and retention for some of our largest customers. In this role, you will 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 satisfaction (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. 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.
- Lead cross‑functional, matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support specialists.
- Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
- Identify shared customer goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.
Required qualifications, capabilities, and skills
- Advanced experience and 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.
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.
Customer Success Director in London employer: Jpmorgan Chase & Co.
As a Customer Success Director at our London office, you will thrive in a dynamic and inclusive work culture that prioritises employee growth and development. We offer comprehensive benefits, including flexible working arrangements and opportunities for professional advancement, all while being part of a team that values collaboration and innovation to enhance customer experiences. Join us to make a meaningful impact in a role that not only drives success for our customers but also fosters your own career progression in the heart of one of the world's most vibrant cities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jpmorgan Chase & Co.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jpmorgan Chase & Co. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jpmorgan Chase & Co.:Your cover letter is your chance to shine! Tell us why you want to work at Jpmorgan Chase & Co. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jpmorgan Chase & Co.!
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
