What are the responsibilities and job description for the Senior Customer Success Associate - Go To Market position at JPMorgan Chase?
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.
In this role you will lead customer success initiatives that drive enterprise employee platform adoption, satisfaction, and long-term value realization. You will partner closely with product, engineering, and business stakeholders to translate employee needs into actionable adoption strategies and platform improvements. You will leverage data, feedback loops, and cross-functional collaboration to continuously improve employee experiences across digital workplace platforms.
Job responsibilities
- Execute customer success and adoption strategies for employee-facing platforms to drive engagement, retention, and satisfaction.
- Support go-to-market and rollout activities for major technology initiatives, including onboarding plans, training, and employee communications.
- Act as an advocate for employees by gathering feedback, identifying pain points, and partnering with product and engineering teams on enhancements.
- Track and analyze key adoption, usage, and experience metrics; prepare insights and reports for internal stakeholders and leadership.
- Coordinate cross-functional initiatives by managing timelines, dependencies, and deliverables across technology and business partners.
- Contribute to the creation and maintenance of self-service resources, knowledge hubs, and support channels to improve employee enablement.
- Identify operational improvement opportunities and support continuous improvement initiatives across the employee technology lifecycle.
- Executes product adoption, expansion, and retention activities to support a positive employee experience with our products.
- Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs.
- Partner with support, operations, communications, and product teams to triage employee issues, document recurring themes, and contribute to long term platform improvements.
- 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
Required qualifications, capabilities, and skills
- 3 years of experience or equivalent expertise in customer success, go-to-market, or a relevant domain area.
- Demonstrated experience delivering customer success, go-to-market planning and execution, adoption and enablement programs in enterprise or employee-facing environments.
- Familiarity with project management methodologies (Agile, Waterfall) and tools such as Jira, Confluence, or SharePoint.
- Technical aptitude with enterprise platforms, virtual technologies, and collaboration tools.
- Experience working cross-functionally with product, engineering, operations, and business stakeholders.
- Demonstrated ability to deliver exceptional customer service with a strong desire to help employees 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.
- Strong communication skills, with the ability to explain complex concepts clearly to technical and non-technical audiences.
- Data-driven mindset with experience using metrics and KPIs to inform decisions and measure success.
- Strong organizational and execution skills, with the ability to manage multiple initiatives in parallel.
Preferred qualifications, capabilities, and skills
- Experience supporting large-scale enterprise technology rollouts or digital workplace transformations.
- Experience defining or supporting go-to-market strategies for internal technology products.
- Background in change enablement, employee communications, or training program development.
- Experience partnering with engineering or infrastructure teams to address platform stability and performance issues.
- Proven ability to influence without authority in complex, matrixed organizations.
- Experience supporting employee technology adoption in large scale enterprise environments.
- PMP, Agile, or related certification preferred.