Customer Success Associate - Chief Data & Analytics Office Client Engagement

Job Description

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).

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.