Global Shares

Found in: beBee S IE - 1 month ago


Ireland JPMorgan Chase & Co. Full time

If you are seeking a role that promotes excellent people management and innovation this may be the position you have been waiting for. 

As Head of Customer Success in Global Shares a JP Morgan Company you will be responsible for the service delivered to our clients across our emerging capitalization table department.

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
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