Job Description
As a Customer Success Associate in the Employee Experience Change 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 partner with operations teams and product and functional partners to make sure customers have a seamless, engaging, and effective experience at every stage of their journey. You build relationships, support adoption, and help connect products and services to make work better for everyone.
You will be a trusted partner to operations teams and Pay & Time product partners, helping them navigate change, build their own change capability, and deliver experiences that put customers first. You will focus on the Learning product area, including employee skills and development, working alongside operations teams and product partners as they develop and own their change plans.
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
- Leads end-to-end change delivery for well-defined, scoped initiatives, including change planning, communications, training and job aids, reinforcement, and adoption tracking for operations teams and product stakeholders within the Learning product area, including employee skills and development
- Acts as the change partner and primary face of change for guided enablement initiatives, working alongside operations teams and product partners to help them develop and own their change plans, providing hands-on input and practical guidance while escalating to senior change leads for strategic inputs and higher-complexity decisions
- Supports large, global initiatives through execution and coordination, such as building and managing project plans and change calendars, coordinating stakeholder sessions, drafting communications and toolkits, capturing key considerations of the change, and supporting training logistics
- Builds and maintains change assets such as stakeholder maps, basic impact assessments, communications plans, readiness checklists, and FAQs, keeping assets current throughout delivery
- Identifies recurring questions and risks, and proposes improvements to content, engagement, and enablement materials
- Contributes to cross-functional projects and campaigns that drive product adoption and improve the customer experience
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
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
Skills Required
- 2+ years of experience or equivalent expertise in customer success or a relevant domain area
- Strong verbal and written communication skills
- Comfort using technology and willingness to learn new technological skills, programs, and tools
- Demonstrated analytical skills and critical thinking
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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