Customer Success Manager, Global Technology Vendor Management

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

In addition to your customer-facing responsibilities, you will serve as Chief of Staff for the Global Technology Vendor Management Office. In this capacity, you will oversee employee development, budgeting, and various non-operational day-to-day responsibilities ensuring the smooth and efficient functioning of the organization. These relationships are essential for enabling Global Technology product lines to formulate and execute multi-year commercial strategies that bring value propositions to life. 

As a Customer Success Manager for the Global Technology Vendor Management Office, 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
• Works across products and product lines to help ensure delivery against business objectives
• Drives agenda with Global Technology’s strategic suppliers, providing feedback to external stakeholders to facilitate meaningful meetings and drive the evolution of these supplier relationships
• Serves as Delivery Manager and subject matter expert for several market intelligence providers, owns the supplier relationships, drives internal product usage, and manages contract renewals
• Sets objectives and priorities for the Global Technology Vendor Management Office, aligns budget and headcount resources, and tracks execution across the portfolio
• Promotes employee development opportunities through leadership programs, trainings, certifications, and cross-team collaboration

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
• Experience or equivalent expertise in the intersection of Technology and Business, in product or technology
• Ability to navigate complex organizational structures to drive strategic decisions and collaboration
• Proficiency in Excel and PowerPoint

Preferred qualifications, capabilities, and skills

• Experience in a business to business (B2B) environment or as a colleague in a customer environment
• Experience in product management, vendor management, or procurement 
• Experience and knowledge of the financial services technology market
   

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These be