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Customer Success Director - Infrastructure Platform
senior · Consulting
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 Infrastructure Platforms, 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. 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 satisfactions (CSAT), and delivers these metrics to leadership
- Takes a customer-first view which ties back to how the product impacts our customer groups
- 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
- Build and own customer success strategy by taking a customer-first approach, defining and tracking key metrics including customer health, adoption, retention, and CSAT, and delivering actionable insights to leadership that reflect product impact across 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 in partnership with customers by identifying shared goals, aligning Infrastructure Platform owners to critical enablement opportunities, and executing strategies that advance customer 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
- Advanced experience in customer success within product and technology organizations, managing customer portfolios, driving adoption of technology solutions, and advising teams on best practices to maximize customer outcomes
- 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
- Demonstrate exceptional executive communication and strategic writing skills by developing technical business cases, ROI analyses, and strategic plans while tailoring messaging to customer needs and business context
- Navigate complex matrix organizations with globally dispersed resources
- 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