Global Shares
Found in: beBee S IE - 3 weeks ago
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 be at the forefront of growing the capitalization table department. This role enables you to lead and develop a team committed to achieving outstanding results. You will have the chance to shape outcomes through data-informed analysis and strategic decision-making. This position promotes excellent people management and innovative thought, potentially making it the ideal role for you.
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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
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.
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