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 JPMorganChase’s firmwide Data & AI Platform. You help users of all experience levels—from business analysts to data scientists and engineers—discover, access, and responsibly use the platform’s 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.
- Experience creating training materials and leading enablement sessions (office hours, clinics, short trainings).
- Experience measuring and improving service outcomes using operational metrics (e.g., CSAT, deflection, time-to-value).