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Customer Success Director - Engineering

Greater London
Full time
Posted
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JP Morgan
Banking, investment & finance
10,001+ employees
398 jobs
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 Enterprise Technology, 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
  • Develop and execute go-to-market strategies for new products/releases, from inception to launch, ensuring alignment with overall EPiX objectives.
  • Define product positioning, messaging, and value propositions that resonate with target customers and drive adoption.
  • Conduct market research and analysis to identify customer needs, market trends, competitive landscape, and opportunities for differentiation.
  • Collaborate with product development teams to influence product roadmap and prioritize features based on customer requirements.
  • Partner with communication team to create content, and campaigns that support product launches and ongoing promotion.
  • Monitor and analyze product performance post-launch, gathering feedback and insights to iterate on strategies and improve future launches.
Required qualifications, capabilities, and skills
  • Experience with DevOps practices and methodologies
  • Familiarity with CI/CD (Continuous Integration/Continuous Deployment) concepts and tools
  • Ability to understand technical concepts and translate them into user-friendly product features
  • Excellent communication and collaboration skills, with the ability to effectively work with stakeholders at all levels of the organization
  • Experience identifying opportunities, building a product controls strategy, and influencing deliver against a multi-year roadmap
  • Journey Mapping & Process Mapping
  • Ability to handle multiple competing priorities and problem solving in a fast-paced and constantly changing environments
  • Strong leadership, project planning and execution skills
  • Delivering Effective, Clear Concise Presentation, Training and workshops.
  • Knowledge of the product development life cycle and data analytics
  • Experience driving change within organizations and managing stakeholders across multiple functions
Preferred qualifications, capabilities, and skills
  • Experience in a business to business (B2B), software as a service (SaaS), or technology environment
  • Previous software developer experience and an understanding of code.
  • Be the connection between EPiX Engineering, Product Management and Engineering by helping to onboard customers, serve as a mentor and spot cross opportunities
  • Foster client engagement and product use with regular check-ins with customers to ensure consistent use of products, identifying issues or lack of features, ultimately keeping customers happy and active.
  • Be a customer advocate by justifying the strategic importance of customer wishes to product managers and advocate for the Engineer’s Platform by exciting customers about upcoming product launches and updates.