Product Solutions Manager / Customer Success Manager - Cloud - B2B

JPMorganChase; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services firm in London is seeking a Customer Success Manager to enhance customer relationships and drive product adoption. This role requires deep expertise in cloud technologies and proven success in customer engagement. The ideal candidate will have over 5 years of experience in a customer success role with strong interpersonal skills. The position offers a dynamic work environment and focuses on building long-term partnerships with clients.

Qualifications

• 5+ years of experience in customer success roles.
• Proven ability to learn new technologies and teach it to others.
• Strong writing and communication skills with technical business cases.

Responsibilities

• Drive product adoption, expansion, and retention activities.
• Conduct regular account meetings to share best practices.
• Guide customers through the onboarding process.

Skills

Customer success in product or technology

Influencing product adoption

Excellent communication skills

Technical proficiency in cloud offerings

Education

Cloud technical certifications in AWS, Azure and/or GCP

Job description

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 JPMC's central Infrastructure Platforms team, 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.

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
• Support an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
• 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.
• Leads a cross-functional matrixed 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

• 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
• 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) environment or as a colleague in a customer environment
• Advanced knowledge of the product development life cycle, technical design, and data analytics
• Experience within technical account management, professional services, or customer advisory functions.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.