Customer Success Associate - Chief Data & Analytics Office Client Engagement

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 desired outcomes on JPMorgan Chase’s firmwide Data & AI Platform. You provide clear guidance, resolve problems efficiently, and drive adoption of self‑service tools. You collaborate with the Customer Success team and cross‑functional partners (Product, Engineering, and SRE) to ensure a seamless customer experience while building the skills you need to grow within your role.

• 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

• 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 elevate
• 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 (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)

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,…