JOB DESCRIPTION
Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships. The Technical Account Manager (TAM) is a senior, execution-focused leader and the accountable technical partner for assigned internal customer organizations across JP Morgan Chase. This role drives delivery and adoption outcomes by leading deep technical discoveries, translating requirements into executable plans, coordinating cross-functional delivery, and ensuring solutions are production-ready and governed.
As a Customer Success Director in Fusion Platform (Firmwide Chief Data Analytics Office and AI Platform), you are one of the leaders driving impact on the Customer Success team. Oversee our customer success initiatives, drive customer health metrics, and manage the customer’s onboarding journey of the product’s adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.
The Firmwide Data and AI platform spans Data Management (interoperability, entitlements, discovery) and AI (agents, model access, evals, telemetry, training, serving) plus related governance processes. The TAM operates with a high degree of autonomy, runs senior-level governance, removes blockers/escalations to keep customer commitments on track, and proactively shapes and wins new projects for the team.
Job responsibilities
- Develops and executes a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives
- Coaches the team on account meeting best practices including communications, customer retention, research, and expansion
- Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership
- Takes a customer first view which ties back to how the product impacts our customer groups
- Own the customer engagement and delivery plan, Serve as the single accountable point of contact for technical success across a portfolio of customer organizations.
- Work with Product and Engineering to build and execute delivery plans aligned to customer priorities and platform release cycles. Ensure that customers are aware of existing platform capabilities, and that they are capable of and are adopting these capabilities
- Establish and run a disciplined operating cadence (working sessions, architecture reviews, readiness checkpoints, operational reviews, steering updates). Lead technical deep dives and requirements translation, Run structured requirement deep dives with customer senior engineers, architects, data/AI leads, and risk/control stakeholders. Capture requirements and ensure they are fully understood and accepted by the platform product teams
- Lead customer impacting escalations end-to-end, triage, stakeholder communications, prioritization, and driving durable remediation (including RCA and prevention actions) , Escalation leadership and operational ownership. Partner with SRE & operations and support teams to ensure customer workloads meet reliability and supportability expectations (runbooks, ownership, incident procedures, SLOs where applicable).
- Proactively win and expand customer projects, Identify, shape, and “win” new customer engagements by diagnosing needs, proposing achievable plans, securing stakeholder commitment, and aligning internal delivery capacity. Surface repeatable asks and adoption blockers and convert them into standardized playbooks and clear product & engineering requests.
Required qualifications, capabilities, and skills
- 8+ years of experience or equivalent expertise in customer success roles in product or technology
- Experience managing customer bases with technology applications and advising teams on best practices
- Proven ability to influence the adoption and retention of our products across a diverse customer base
- Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale
- 8+ years in technical, delivery-oriented roles such as Technical Account Manager, Solutions Architect, Customer Success Engineering leader, Platform Technical Program Manager, or similar, supporting complex platform products.
- Demonstrated ability to drive execution across multiple teams without direct authority, strong program leadership, dependency management, and escalation skills.
- Proven ability to independently lead technical deep dives and produce high quality requirements. Strong technical foundation across data and AI platforms
- Ability to operate effectively in ambiguity within a newly forming team and evolving platform environment, creating structure while requirements, processes, and ownership models are still being defined.
- Self-starter with strong ownership and initiative, able to proactively identify, shape, and “win” customer engagements/projects, building internal alignment, securing customer commitment, and driving work from concept through execution to measurable outcomes. Executive-level communication skills, able to drive decisions, communicate trade-offs, and provide concise, credible status at senior forums.
Preferred qualifications, capabilities, and skills
- Experience in a business to business (B2B), software as a service (SaaS), or technology environment
- Advanced knowledge of the product development life cycle, technical design, and data analytics
- Knowledge of customer consumption and renewal patterns
