Product Solutions Manager / Customer Success Manager - Cloud - B2B

J.P. Morgan; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm seeks a Customer Success Manager to enhance customer relationships and drive product adoption. The role involves collaborating with cross-functional teams, guiding customers through onboarding, and tracking success metrics. Ideal candidates have extensive experience in customer success, strong communication skills, and technical knowledge of cloud technologies.

Qualifications

• 5+ years of experience in customer success roles.
• Ability to influence product adoption and customer retention.

Responsibilities

• Drive product adoption, expansion, and retention activities.
• Conduct proactive account meetings and gather feedback.
• Guide customers through the onboarding process.

Skills

Communication

Interpersonal Skills

Technical Proficiency

Cloud Knowledge

Education

Cloud Technical Certifications

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.