Description
If you are seeking a role that promotes excellent people management and innovation this may be the position you have been waiting for.
As the Head of Customer Success within the Global Shares team at JP Morgan, you will spearhead the growth of the capitalization table department. This role empowers you to mentor, inspire, and promote a team committed to delivering exceptional outcomes. You will have the opportunity to shape results through data-promoten insights and strategic decision-making. This position fosters excellent people management skills and encourages innovative thinking, making it an ideal match for your capabilities and ambitions.
Job Responsibilities:
Be the voice of the Customer in everything we do, and represent our Clients in every management meeting.
Lead and develop the Customer Success team to ensure outstanding customer outcomes, focusing on renewal rates, cross-sell activities, and customer lifetime value.
Recruit and coach Customer Success Managers, fostering a culture of achievement and collaboration, and devise strategies for team structure and growth plans.
Drive results by analyzing customer trends and feedback to inform product and engineering teams, and by establishing metrics and ROI for Customer Success initiatives.
Create and implement a customer journey roadmap, detailing interactions and value propositions, and develop playbooks for onboarding, adoption, renewal, and expansion.
Monitor and enhance customer health through continuous evaluation and optimization of the customer journey, leveraging data to drive strategic decisions.
Collaborate across departments to improve the overall customer experience and maintain a global network that supports Customer Success strategies.
Oversee all aspects of Customer Success operations, including the production of support articles and videos, while managing renewals and customer support functions.
Required Qualifications, Capabilities and Skills:
Strong experience building and leading teams in a global Customer Success environment.
Experience of a high volume, SaaS, Customer Success model
Experience with Totango or other customer success software
Very strong Financial acumen, with experience in Financial Services and the Venture Ecosystem
Experience working closely with cross-functional stakeholders across sales, marketing, engineering and product.
Ability to be flexible in a fast-paced environment while balancing competing priorities, and managing several time-sensitive projects at once.
Preferred Qualifications, Capabilities and Skills:
Relevant third level degree in economics, business or similar