Senior Director, Customer Success

Job Description:

This Role:

This role is responsible for maximizing customer value, retention, and growth through proactive partnership and structured tiered service delivery for their assigned customers.

​Customer Success exists to:​

• ​Ensure clients achieve measurable outcomes and sustained value from JD Power products​
• Drive retention, adoption, and advocacy by tailoring engagement to customer segment and complexity​
• Serve as the bridge between Sales, Product, and Service, owning the ongoing relationship once customers are live​

 Responsibilities:

• Drive customer retention, adoption, and satisfaction through a tiered service     model matched to client value, complexity, and potential.​
• Own Gross Retention and client health; share expansion and Net Revenue                  Retention with Sales.​
• Partner with Sales and Product to co-develop account growth plans and identify cross-sell and upsellopportunities.​
• Implement standardized Success Plans and Quarterly Business Reviews (QBRs)to reinforce value​ and strengthen strategic client relationships.​
• Use playbooks for downsell prevention and reversal, including ROI storytelling and value reinforcement.​
• Collaborate with Customer Solutions for seamless onboarding and implementation handoffs.​
• Deliver transactional excellence through efficient support focused on high-quality, first-time issue resolution.​
• Champion the voice of the customer, closing feedback loops with Customer Solutions, Sales, Marketing and other departments. 
• Maintains knowledge of the assigned industry and awareness of market trends.
• Maintains deep understanding of client strategies and can map J.D. Power products and services to client needs to grow revenues and strengthen relationships.
• Working together with Sales and Customer Solutions within J.D. Power to leverage resources required to maintain successful relationships with clients.
• Manage daily client communication, responding promptly to all client needs, and provide timely updates for all J.D. Power products and services
• Field client questions and gather information from various sources to provide requested information
• Help lead collaborative efforts across FSAAS to improve processes and communicate client pain points, suggestions and questions to help improve the products and deliverables we have for our clients

Qualifications:

• Bachelor’s Degree
• 5-7 years of account management or client services experience in Financial Services and Insurance industries or other related verticals
• Superior ability to build rapport and relationships
• Strong presentation / public speaking skills
• Knowledge of market research process
• Strong ability to work with internal and external customers
• Strong attention to detail and organization skills
• Experience with Salesforce (or equivalent) CRM platform and all facets of contract management

The Career Opportunity: 

This is a highly visible role within the J.D. Power Customer Success organization that is integral to the achievement of the company’s objectives.

This position has a starting salary range of $108,000- $180,000 USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location. 

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

Should you require accommodations during the recruitment and selection process, please reach out to [email protected]. 

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.