Executive Director - Senior Technical Account Manager - Data and AI Fusion Platform

AI/ML Data & Platforms (AMDP), part of JPMorgan Chase’s Global Technology organization, is the firm's central data and AI platform – enabling technical teams across the firm (our clients) to discover data, build AI solutions, and scale them from pilot to production, while inheriting identity, entitlements, lineage, and audit trails automatically. The platform spans the full lifecycle across Data, Knowledge, Generative AI, Agentic AI, Traditional AI, and Analytics, giving every line of business governed, self-service access to shared capabilities and infrastructure.

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.

The TAM (Technical Account Manager) operates with a high degree of autonomy, drives senior-level alignment, communication, and reporting, removes blockers/escalations to keep customer commitments on track, and ensures delivery of products and features that meet their needs.

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
• Maintains a deep understanding of the customer’s initiatives, priorities, timelines, constraints, and operating model; translate these into actionable requirements, milestones, and measurable outcomes.
• Ensures that customers are aware of existing platform capabilities, and that they are capable of and are adopting these capabilities.
• Builds and owns the strategy for key success metrics to track delivery of client priorities, achievement of success criteria aligned to client timelines, adoption of AMDP products and services, and customer satisfactions (CSAT), and delivers these metrics to leadership.
• 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 AI/ML Data Platform (AMDP) Product and Engineering to build and execute delivery plans aligned to customer priorities and platform release cycles.
• 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).

Required qualifications, capabilities, and skills

• 10+ years of experience or equivalent expertise driving roadmap and enablement of complex platform products across a diverse customer base; or
• 10+ 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 lead technical initiatives from concept through production, 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 supporting internal platforms at enterprise scale.
• Advanced knowledge of the product development life cycle, technical design, and data analytics
• Knowledge of platform adoption patterns, change management for technical rollout, and operating model design (intake, triage, governance, release readiness)