Customer Success Director - Engineering

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Job Description

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Customer Success Director in Enterprise Technology, you are one of the leaders driving impact on the Customer Success team. Oversee our customer success initiatives, drive customer health metrics, and manage the customer's onboarding journey of the product's adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

Job responsibilities

• Develop and execute go-to-market strategies for new products/releases, from inception to launch, ensuring alignment with overall EPiX objectives.
• Define product positioning, messaging, and value propositions that resonate with target customers and drive adoption.
• Conduct market research and analysis to identify customer needs, market trends, competitive landscape, and opportunities for differentiation.
• Collaborate with product development teams to influence product roadmap and prioritize features based on customer requirements.
• Partner with communication team to create content, and campaigns that support product launches and ongoing promotion.
• Monitor and analyze product performance post-launch, gathering feedback and insights to iterate on strategies and improve future launches.

Required qualifications, capabilities, and skills

• Experience with DevOps practices and methodologies
• Familiarity with CI/CD (Continuous Integration/Continuous Deployment) concepts and tools
• Ability to understand technical concepts and translate them into user-friendly product features
• Excellent communication and collaboration skills, with the ability to effectively work with stakeholders at all levels of the organization
• Experience identifying opportunities, building a product controls strategy, and influencing deliver against a multi-year roadmap
• Journey Mapping & Process Mapping
• Ability to handle multiple competing priorities and problem solving in a fast-paced and constantly changing environments
• Strong leadership, project planning and execution skills
• Delivering Effective, Clear Concise Presentation, Training and workshops.
• Ability to communicate clearly with technical and non-technical stakeholders at all levels
• Knowledge of the product development life cycle and data analytics
• Analytical and problem-solving skills, with the ability to make data-driven decisions and prioritize features based on customer needs and business goals
• Experience driving change within organizations and managing stakeholders across multiple functions

Preferred qualifications, capabilities, and skills

• Experience in a business to business (B2B), software as a service (SaaS), or technology environment
• Advanced knowledge of the product development life cycle, technical design, and data analytics
• Previous software developer experience and an understanding of code.
• Be the connection between EPiX Engineering, Product Management and Engineering by helping to onboard customers, serve as a mentor and spot cross opportunities
• Ensure a fast time to value by showing customers how to use the Engineers Platform effectively, with the goal of obtaining more value in less time, while monitoring customer satisfaction.
• Foster client engagement and product use with regular check-ins with customers to ensure consistent use of products, identifying issues or lack of features, ultimately keeping customers happy and active.
• Create loyal customers and reduce churn, accompanying clients at every stage of the product journey to ensure a seamless experience.
• Keep a high-level view of the support process by recognizing which problems affect multiple clients and use data to forecast what those trends mean for future churn.
• Be a customer advocate by justifying the strategic importance of customer wishes to product managers and advocate for the Engineer's Platform by exciting customers about upcoming product launches and updates.
• Prioritize customer centricity by voicing customer concerns and tracking customer pain points. Collaborate with peers in product, engineering and support, ensuring that these teams hear customer needs loud and clear

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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.