Senior Customer Success Associate - Go To Market

JPMorganChase•Jersey City, NJ

14d

About The Position

Shape the future of our customer experiences and directly influence product success. Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments. As a Senior Customer Success Associate in Employee Compute Product Development Team, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction. You will support strategic initiatives to ensure seamless adoption and satisfaction of enterprise technology solutions that empower employees. This role combines technical expertise, customer success leadership, and project management skills to deliver exceptional employee experiences across digital platforms.

Requirements

3+ years of experience or equivalent expertise in customer success or a relevant domain area
Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
3+ years of experience in Customer Success, Employee Technology Enablement, or Digital Workplace Strategy.
Deep understanding of employee needs and hybrid work models.
Familiarity with enterprise platforms, virtual technologies, and Microsoft collaboration tools.
Skilled in planning, execution, and stakeholder communication using PM tools (e.g., Jira, Confluence, Sharepoint).
Experience in onboarding, adoption, and retention for enterprise platforms.
Ability to collaborate across business and technology teams.
Proficiency in analytics and KPI tracking for platform success.
Skilled in preparing employees for technology transitions.
Ability to deliver concise, impactful updates to leadership.
Proven track record of leading enterprise-level adoption programs

Nice To Haves

Bachelor’s degree in Business, Technology, or related field preferred.
PMP or Agile certification preferred.

Responsibilities

Executes product adoption, expansion, and retention activities to support a healthy customer base
Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
Define and execute customer success strategies for employee-facing platforms
Develop Go-To-Market (GTM) plans for major technology rollouts and adoption programs.
Act as the voice of employees to influence platform enhancements and service improvements
Build strong relationships with business representatives and technology partners to ensure alignment.
Drive adoption through onboarding programs, training sessions, and self-service resources
Create knowledge hubs and support channels for employees to manage their technology lifecycle.
Understand cross-functional projects ensuring timelines, dependencies, and deliverables are tracked
Apply project management methodologies (Agile, Waterfall) for planning and execution
Manage risk registers and contingency plans for rollout activities.
Understand engineering and infrastructure platform to be able to identify stability and performance issues affecting the employee experience.
Define KPIs for platform adoption and employee experience
Implement feedback loops to refine strategies and improve usability.