Product Tooling - Customer Success

JOB DESCRIPTION

Shape the future of customer success by crafting solutions that enhance and optimize user experiences. As a Customer Success Representative, you will act as the users' advocate by analyzing feedback to influence backlog prioritization, actionable strategies, and ensuring cross-functional alignment with partners and stakeholders. You are responsible for driving product adoption, expansion and retention activities to maintain a healthy user base. We offer a dynamic workplace where your contributions are valued, and you have the opportunity to grow both personally and professionally. Enjoy the benefits of working with a team that is dedicated to excellence, continuous learning, and making a positive impact on our customers' businesses. As a Product Customer Success Representative on our team, you will promote product adoption, expansion, and retention to maintain a healthy customer base. You will contribute to a comprehensive Customer Success strategy through proactive engagement, onboarding, and execution while considering past and current strategies to identify opportunities for improvement and align with company objectives.

Job Responsibilities:

• Conduct regular and proactive meetings to share best practices, provide use case demonstrations to illustrate key product functionality, communicate releases and gather feedback on the impact the product and its features have on customer business needs
• Guide customers through the onboarding process and set up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
• Track key success metrics and provide data and feedback to the Product team to inform new features and priorities

Required qualifications, capabilities and skills:

• Communication
• Relationship management
• Data analysis
• Problem solving and resolution management
• Time management
• Strategic thinking
• Agile/Scrum familiarity

ABOUT US
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.