Customer Success Manager - Product Manager/Agility Lead

Job Description

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager in Corporate Sector with in the GT Product Tooling team, you develop and maintain customer relationships that make our product value propositions a reality.

In this role you will partner closely with Agility Leads & Product Managers from across JPMorgan & Chase, to rollout firmwide tools - notably Atlassian's Jira Align, but also tools for quarterly planning and product management, feature request intake, and communication.

The challenge is BIG but so is the SUPPORT. This is an opportunity to be part of something truly transformative that shapes how product teams at JPMorgan & Chase operate for the next decade and beyond.

Job responsibilities

• Conduct live training sessions, webinars, and workshops for various stakeholders.
• Develop and design engaging and effective instructional materials, including e-learning modules, user guides, video tutorials, and other training resources.
• Create detailed training plans and curricula tailored to different audiences, including customers, sales teams, and support staff.
• Collaborate with product managers, engineers, and subject matter experts to understand product features and functionalities.
• Provide one-on-one training and support as needed.
• Coach and partner with various stakeholders such as Product Managers, Product Owners, Business Owners, and IT leads to help ensure strategy and execution alignment as we adapt and maintain our product tooling suite
• Bring energy and engagement around tool adoption and excellence, throughout the enterprise by creating, launching, and facilitating organizational learning through daily product team engagement, Communities of Practices, Lunch & Learns, etc.
• Triage and escalate, when needed, impediments to tool adoption and issues within the tools.
• Develop and maintain integrated roadmaps, across all lines of business, for tools, templates, frameworks, process, and technology
• Co-facilitate quarterly assessments of teams to document instructional effectiveness and drive continued tool maturity & improvements
• Bring industry best practices and new ideas to the team, implementing fit-for-purpose improvements

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in customer success roles in product or technology
• Strong coaching, facilitating, mentoring and teaching skills.
• Exceptional communication, influencing, leadership and problem-solving skills
• Familiarity / basic understanding of accessibility standards (Understanding of web content accessibility guidelines (WCAG)
• Solid understanding of organizational change management.
• Strong executive presence and presentation skills.
• 5+ years of agile team & program level experience
• Advanced experience with Agile scaling patterns (e.g, SAFe, LESS, Scrum of Scrums) and supporting tools (e.g., Jira, Jira Align, Pi)
• Formal certifications / qualifications in Agile coaching (e.g., Certified Scrum Master, PMI-ACP)

Preferred qualifications, capabilities, and skills

• Experience with ADKAR or other formal change management methodology is a plus
• Knowledge of Agile Engineering practices including Enterprise Architecture, DevOps (CI-CD, Test Driven Development, BDD, etc.) is a plus

About Us

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.

P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location.

For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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 is an Equal Opportunity Employer, including Disability / Veterans

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.