Head of Cap Table Support - Customer Success - VP

Overview

JP Morgan Workplace Solutions is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans for public and private companies.

Serving over 1,800 corporate clients, from start-ups to multinational corporations, we manage nearly $300 billion in assets for over 1 million employee participants worldwide.

We are a dedicated global team of over 1,000+ professionals at the forefront of transforming equity compensation worldwide.

This role is dedicated to supporting private companies at every stage, from pre-seed to IPO, helping them navigate the complexities of equity management and drive successful outcomes for their employees and stakeholders.

Role Summary

As Head of Private Support (VP) at Workplace Solutions, you will own and lead the support desk for our private company clients, ensuring every customer query is addressed with professionalism and care.

You will nurture relationships with free-tier customers, proactively engage them to maximize satisfaction, and identify opportunities for upsell and cross-sell.

This role requires a strong sense of accountability, exceptional organizational skills, and the ability to lead and inspire a team in delivering outstanding support experiences.

You will set the standard for customer care, drive process improvements, and act as a trusted advisor, helping clients realize the full value of our solutions.

Key Responsibilities


* Oversee all support activities for the free customer base, ensuring timely, accurate, and professional responses to client queries.


* Continuously seek out efficiencies in support processes, leveraging technology and best practices to improve response times and service quality.


* Proactively identify high-value customers within the free base, engage with decision-makers, and drive initiatives to upgrade clients to paid solutions where appropriate.


* Manage and allocate support resources across the team, ensuring consistently high standards in customer care.


* Act as the primary escalation point for complex or high-priority support queries, ensuring swift and effective resolution.


* Develop and maintain strong relationships with free-tier customers, acting as their advocate for day-to-day and escalated issues.


* Collaborate with product and engineering teams to optimize client handling, provide feedback on client needs, and contribute to continuous improvement of support tools and processes.


* Ensure customer satisfaction through proactive communication, issue resolution, and performance measurement.


* Stay informed about industry trends and developments to enhance support strategies and provide valuable insights to clients and the organization.


* Lead training and enablement initiatives for the entire customer base, designing and implementing scalable engagement strategies for free customers.


* Identify and refer cross-line-of-business opportunities, connect...