at J.P. Morgan
Bulge Bracket Investment BanksPosted 4 days ago
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Customer Success Associate - Chief Data & Analytics Office Client Engagement: As part of JPMorgan Chase's Data & AI Platform team, you'll support customers' desired outcomes, collaborate with cross-functional groups (Product, Engineering, SRE), and troubleshoot issues. Key responsibilities include executing customer success strategies, resolving complex problems, measuring and analyzing customer success metrics, and hosting training sessions. Required skills and experience: 2+ years in customer success, strong communication skills, analytical mindset, client-obsessed attitude, and comfortability using technology.
- Compensation
- Not specified USD
- City
- Jersey City
- Country
- United States
Currency: $ (USD)
Full Job Description
Location: Jersey City, NJ, United States
Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences.
As a Customer Success Associate in Chief Data & Analytics Office Client Engagement Team, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role. You support customers and colleagues in their journey toward achieving desired outcomes on JPMorganChases firmwide Data & AI Platform. You help users of all experience levelsfrom business analysts to data scientists and engineersdiscover, access, and responsibly use the platforms data, AI, and governance capabilities. As a primary point of contact for inquiries and issues, you provide clear guidance, resolve problems efficiently, and drive adoption of self-service tools. You work closely with the Customer Success team and cross-functional partners (including Product, Engineering, and SRE) to ensure a seamless customer experience while building the skills you need to grow within your role.
Job responsibilities
- Helps execute product adoption, expansion, and retention activities to support a healthy customer base
- Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
- Investigates and resolves customer issues in a timely and efficient manner
- Tracks and analyzes key metrics to measure customer success
- Serves as the first line of support for the firmwide Data & AI Platform, triaging and resolving user inquiries.
- Builds a comprehensive understanding of capabilities offered by the platform (data, AI, and governance) to manage client queries quickly and efficiently.
- Provides tailored guidance for users at varying skill levels; translates requirements into clear next steps and recommended paths.
- Troubleshoots common setup and integration issues in collaboration with Product, Engineering, and SRE.
- Identifies, documents, and resolves incidents; coordinates cross-team escalations; provides timely user updates; contributes to post-incident reviews and preventive actions.
- Creates and maintains knowledge base articles, quick-start guides, FAQs, and how-to content to reduce friction and increase self-service.
- Hosts office hours, clinics, and short training sessions to improve user proficiency and adoption.
Required qualifications, capabilities, and skills
- 2+ years of experience or equivalent expertise in customer success or a relevant domain area
- Strong verbal and written communication skills
- Comfortable using technology with a willingness to learn new technological skills, programs, and tools
- Demonstrated analytical skills and critical thinking ability
- Client-obsessed service mindset with professionalism, empathy, and strong follow-through.
- Ability to translate complex, technical topics into simple, actionable steps for non-technical audiences.
- Working knowledge of data and platform concepts (e.g., datasets, access/permissions, metadata, and governance).
- Experience triaging requests/issues and managing work through a queue, ticketing system, or similar workflow.
- Hands-on troubleshooting skills for common user setup, access, and integration challenges; knows when and how to escalate.
- Ability to create clear documentation, FAQs, and how-to guides to enable user self-service.
- Operational rigor and organization skills to prioritize effectively, meet SLAs, and use KPIs/OKRs to drive continuous improvement.
Preferred qualifications, capabilities, and skills
- Experience supporting enterprise data/AI platforms, analytics tools, or internal developer platforms.
- Familiarity with data governance practices and tooling (e.g., data cataloging, access workflows, policy controls).
- Basic SQL proficiency and comfort validating data or diagnosing issues using queries where applicable.
- Experience with incident management, post-incident reviews, and preventive action tracking (e.g., ITIL-aligned practices).
- Familiarity with APIs and integrations and common root causes of connectivity/authentication issues.
