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 the Chief Data & Analytics Office Client Engagement Team, you support customers in their journey toward achieving their desired outcomes on JPMorgan Chase's firm-wide Data & AI Platform. You provide clear guidance, resolve problems efficiently, and drive adoption of self-service tools while working closely with Customer Success, Product, Engineering, and SRE teams.

• Execute product adoption, expansion, and retention activities to support a healthy customer base.
• Attend and participate in regular account meetings and keep thorough notes to ensure accountability.
• Investigate and resolve customer issues in a timely and efficient manner.
• Track and analyze key metrics to measure customer success.
• Serve as the first line of support for the firm-wide Data & AI Platform, triaging and resolving user inquiries.
• Build comprehensive understanding of platform capabilities (data, AI, governance) to manage client queries quickly.
• Provide tailored guidance for users at varying skill levels and translate requirements into clear next steps.
• Troubleshoot common setup and integration issues in collaboration with Product, Engineering, and SRE.
• Identify, document, and resolve incidents; coordinate cross-team escalations; provide timely user updates; contribute to post-incident reviews and preventive actions.
• Create and maintain knowledge base articles, quick-start guides, FAQs, and how-to content to reduce friction and increase self-service.
• Host office hours, clinics, and short training sessions to improve user proficiency and adoption.

• 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 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, governance).
• Experience triaging requests/issues and managing work through a queue or ticketing system.
• Hands‑on troubleshooting skills for common user setup, access, and integration challenges.
• 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.

• Experience supporting enterprise data/AI platforms, analytics tools, or internal developer platforms.
• Familiarity with data governance practices and tooling.
• Basic SQL proficiency and comfort validating data or diagnosing issues using queries.
• Experience with incident management, post‑incident reviews, and preventive action tracking.
• Familiarity with APIs and integrations and common root causes of connectivity/authentication issues.
• Experience creating training materials and leading enablement sessions.
• Experience measuring and improving service outcomes using operational metrics (e.g., CSAT, deflection, time‑to‑value).

We offer a competitive total rewards package including base salary, commission‑based pay and/or discretionary incentive compensation, health care coverage, on‑site health and wellness centers, retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching, and more.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans. 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.