Customer Success Executive Director - Infrastructure Platforms

Location: Jersey City, NJ, United States

Job Family: Customer Success

About the Role

At JP Morgan Chase, we are at the forefront of redefining the future of financial services through innovative infrastructure platforms that power secure, scalable solutions for our global clients. As the Customer Success Executive Director for Infrastructure Platforms, you will play a pivotal role in overseeing customer initiatives that drive adoption and success of our cutting-edge technologies. Based in our Jersey City, NJ office, you will lead efforts to onboard new clients, retain existing relationships, and ensure our platforms deliver measurable impact in areas like transaction processing, data management, and cybersecurity. This executive-level position demands a strategic mindset to align customer needs with JP Morgan Chase's broader mission of enabling economic growth while navigating the complexities of the financial industry. In this role, you will direct comprehensive customer success strategies, collaborating with product, engineering, and sales teams to optimize platform performance and client satisfaction. You will coach high-performing teams to execute onboarding programs efficiently, focusing on reducing deployment times and maximizing ROI for banking, asset management, and corporate clients. By analyzing usage data and feedback, you will identify opportunities to enhance product features, ensuring our infrastructure solutions remain resilient against market volatility and regulatory changes. Your leadership will be instrumental in fostering trust and long-term partnerships, contributing to JP Morgan Chase's reputation as a trusted partner in financial innovation. We seek a visionary leader passionate about customer-centric excellence in a dynamic environment. With your deep expertise in financial services and infrastructure technologies, you will champion initiatives that not only meet but exceed client expectations, driving sustainable growth for JP Morgan Chase. Join us to shape the next generation of financial infrastructure and make a lasting impact on the industry.

Key Responsibilities

• Oversee end-to-end customer initiatives for infrastructure platforms, ensuring alignment with JP Morgan Chase's strategic goals in financial services
• Lead customer onboarding processes, from initial assessment to full deployment, minimizing time-to-value for banking and investment clients
• Drive customer retention and expansion strategies, identifying upsell opportunities within our technology ecosystem
• Direct the development and execution of customer success strategies that enhance product impact and satisfaction metrics
• Coach and mentor cross-functional teams, including sales, product, and engineering, to deliver exceptional client experiences
• Collaborate with senior stakeholders to align infrastructure platforms with evolving regulatory and market demands in finance
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rates, and platform adoption to inform strategic decisions
• Foster long-term partnerships with key clients in the financial sector, addressing pain points in areas like data security and scalability
• Represent JP Morgan Chase at industry conferences and client forums to promote our infrastructure solutions
• Identify and mitigate risks in customer engagements, ensuring compliance with financial industry standards

Required Qualifications

• Bachelor's degree in Business, Finance, Computer Science, or a related field; advanced degree (MBA or equivalent) strongly preferred
• 15+ years of experience in customer success, account management, or client relationship roles within the financial services industry
• Proven track record of leading large-scale customer onboarding and retention programs in technology or infrastructure platforms
• Deep understanding of financial markets, regulatory compliance (e.g., SEC, FINRA), and enterprise infrastructure solutions
• Experience directing cross-functional teams in a high-stakes banking environment, with a focus on strategic product impact
• Strong leadership skills with demonstrated ability to coach and develop high-performing teams
• Ability to travel up to 25% for client meetings and industry events

Preferred Qualifications

• Experience working at a major financial institution like JP Morgan Chase or similar
• Knowledge of cloud infrastructure platforms (e.g., AWS, Azure) and their application in financial services
• Certification in project management (PMP) or customer success methodologies
• Prior involvement in digital transformation initiatives for banking clients
• Fluency in additional languages relevant to global financial clients

Required Skills

• Strategic planning and execution
• Customer relationship management (CRM) expertise
• Leadership and team coaching
• Financial services domain knowledge
• Regulatory compliance awareness (e.g., GDPR, SOX)
• Project management methodologies (Agile, Waterfall)
• Data analysis and KPI tracking
• Communication and presentation skills
• Problem-solving in complex environments
• Stakeholder management across executive levels
• Knowledge of infrastructure platforms (cloud, networking)
• Risk assessment and mitigation
• Negotiation and contract management
• Analytical thinking for product impact assessment
• Adaptability to fast-paced financial industry changes

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company match
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities, including tuition reimbursement and leadership training
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness initiatives at JP Morgan Chase locations
• Global mobility support for career advancement within the firm

JP Morgan Chase is an equal opportunity employer.