Customer Success Associate, Identity and Access Management

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences.

You will be responsible for providing exceptional customer service and support to our clients, ensuring their access management needs are met efficiently and effectively. This role requires a proactive individual with strong communication skills and a keen understanding of Identity and Access Management (IAM) processes.
 

As a Customer Success Associate in Identity Access Management (Advisory Support), you will 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. 

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 primary point of contact for clients regarding Identity Access Management inquiries and issues
• Assists clients in navigating IAM systems and processes, providing guidance and support as needed
• Continuously evaluates and improves customer service processes to enhance client satisfaction

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
• Proven experience in a customer service role within the IT or security sector
• Strong understanding of identity access management principles and practices
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts in a clear and concise manner
• Proficient in using IAM systems and related software applications
• Strong problem-solving skills and the ability to work independently and collaboratively
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously
• Ability to maintain confidentiality and handle sensitive information with discretion.

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Experience with specific IAM platforms or software (SailPoint, etc.)
• Familiarity with cybersecurity principles and practices
• Previous experience in a technical support or help desk role

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