JPMorgan Chase - Columbus, OH
posted 3 months ago
As a Customer Success Manager in the Corporate Sector with the GT Product Tooling team at JPMorgan Chase & Co., you will play a pivotal role in enhancing the customer journey by translating product insights into lasting relationships. Your expertise in proactive collaborations, onboarding, and product evolution will be essential in developing and maintaining customer relationships that bring our product value propositions to life. In this position, you will work closely with Agility Leads and Product Managers across the organization to implement firmwide tools, particularly Atlassian's Jira Align, along with tools for quarterly planning, product management, feature request intake, and communication. This role presents a significant challenge, but it is equally supported by a robust team, providing an opportunity to be part of a transformative initiative that will shape the operational landscape of product teams at JPMorgan Chase for the next decade and beyond. Your responsibilities will include conducting live training sessions, webinars, and workshops for various stakeholders, as well as developing and designing engaging instructional materials such as e-learning modules, user guides, and video tutorials. You will create detailed training plans and curricula tailored to different audiences, including customers, sales teams, and support staff. Collaboration with product managers, engineers, and subject matter experts will be crucial to understand product features and functionalities, and you will provide one-on-one training and support as needed. In addition, you will coach and partner with various stakeholders, including Product Managers, Product Owners, Business Owners, and IT leads, to ensure alignment between strategy and execution as we adapt and maintain our product tooling suite. Your role will also involve fostering tool adoption and excellence throughout the enterprise by creating and facilitating organizational learning through daily product team engagement, Communities of Practices, and Lunch & Learns. You will triage and escalate impediments to tool adoption and issues within the tools, while also developing and maintaining integrated roadmaps across all lines of business for tools, templates, frameworks, processes, and technology. Co-facilitating quarterly assessments of teams to document instructional effectiveness and drive continued tool maturity and improvements will be part of your responsibilities, along with bringing industry best practices and new ideas to the team to implement fit-for-purpose improvements.