Customer Success Lead, Vice President

Posted Feb 4

Full Job Description

As a Customer Success Lead, you work with product teams, stakeholders, engineering leads, design team, and wider GT Communications and training teams to design and deliver strategies, behavior change programs, and communication touch points to help foster awareness and adoption of the product line solutions.

Our culture of diversity, intellectual curiosity, and problem solving is essential to our success. We bring people together with a wide variety of backgrounds, experiences, and perspectives. We support teamwork, thinking big, and taking risks in a blame-free environment. We promote self-direction to work on relevant projects, while building an environment that provides support and mentorship needed to learn and grow. We're excited to see what you'll bring to our team.

Responsibilities:

  • Guide the development of strategies, adoption roadmaps, conceptual designs, and solution overviews.
  • Plans and facilitates collaboration between product teams and stakeholders to drive targeted campaigns that highlight user needs
  • Clearly communicates strategic initiatives in an open and transparent dialogue with stakeholders in order to gain understanding of customer needs to inform content strategy.
  • Create and deliver content to support the product adoption and align with GT Communications team publications
  • Be an effective communicator with technical audiences, and be able to present complex technical concepts to non-technical stakeholders
  • Identify ways to measure and quantify the value our solutions bring to our internal clients
  • Create learning plans for self and team that align to design principles and product adoption best practice

This role requires a wide variety of strengths and capabilities, including:

  • BS/BA degree or equivalent experience
  • Experience working in a product, digital/marketing agency, or professional services company
  • Coach others on solutions, services, and themes that increase customer value and satisfaction
  • Leverage strong attention to detail and professional communication skills to interpret complex strategies, adoption roadmaps, and technical concepts in ways that are appropriate to the audience at hand.
  • Strong appreciation for Agile values and frameworks
  • Experience working with technology teams delivering enterprise-wide solutions and public cloud integrations and understanding of technical architecture and design
  • Experience with design thinking principles and frameworks is a plus
  • Outstanding organizational and project management skills, including ability to deal with ambiguity and prioritize
  • Ability to manage multiple workstreams simultaneously with high-quality standards and attention to detail
  • Ability to quickly establish trust-based relationships
  • Outstanding stakeholder management and client service skills with strong influencing capabilities
  • Must be able to communicate clearly, comfortably, and professionally with all internal clients

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans