Senior Customer Success Associate - Go To Market
J.P. Morgan
Sales & Business Development, Customer Service
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
- 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.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
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.
Promote product adoption, assist in meetings, guide onboarding, and analyze metrics for enhancement