JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Essential Functions: • Define the on-going strategic vision for limitlessly improving JLLT's Client Success function while maintaining a clear focus on client value delivery.
• Own the overall relationship with assigned Enterprise Clients and Mid-Market Clients, which includes understanding and aligning with the client's strategic goals and objectives to drive adoption and value realization.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Collaborate with marketing and sales teams to support customer advocacy initiatives, case studies, and testimonials.
• Manage client expectations, keeping clients satisfied and expectations realistic.
• Act as the Project Management liaison - working with other departments to delegate and oversee an array of activities including integrations, migrations, version upgrades, custom development, training, tactical consulting, and future implementation projects.
• Champion support resolution plans and application change orders critical to the client base.
• Provide guidance and planning through application upgrades and patches.
• Create and manage key scope documents including presentations, statements of work, functional and technical requirements, reports, and project plans.
• Conduct Strategic Business Reviews to understand and ensure that, at various stages in a client company's life cycle, they are property situated on JLLT's platform and are maximizing their experience.
• Work with clients to establish their desired outcomes, critical goals, and other key performance indicators, then aid the Client in achieving their desired outcomes/goals.
• Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies.
• Monitor product usage and health indicators to identify at-risk customers and develop mitigation strategies.
• Collaborate with internal Product Management and Sales/Marketing Teams to ensure Client feedback is incorporated into the product roadmap and both teams have clear and consistent access to the Voice of the Customer.
• Proactively identify opportunities for increased adoption, expansion, and upselling within the client organization.
• Other projects and responsibilities may be added at the manager's discretion.
Required Knowledge, Skills and Abilities: • Experience with SaaS Platforms (Experience with JLLT platforms and Commercial Real Estate Management or Facilities Management a plus)
• Experience conducting business assessments and analysis and interpreting the results into custom multifaceted enterprise solutions
• Ability to document a client's complex business requirements, complex custom reports, development change requests, integration requirements, and handle technical support
• Ability to upsell and cross-sell to clients - with a focus on solution selling
• Ability to plan and deliver instruction: in-person or web-based
• Self-managed, responsive, and dedicated to client success
• Experience working with clients to define their goals & objectives and track/communicate progress to client (and internal teams as needed)
• Proficient in MS Office software (Excel, PowerPoint, and Word)
Other Knowledge, Skills and Abilities:• Strong problem-solving and analytical skills, with the ability to identify trends, patterns, and opportunities for continuous improvement.
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts to technical and non-technical audiences
• Monitor product usage and health indicators to identify at-risk customers and develop mitigation strategies
• Can manage multiple projects simultaneously, work independently and cross-functionally, and can keep all stake holders informed
• Demonstrated ability to build relationships and influence stakeholders at all levels, from end-users to C-suite executives
• Ability to sense trends amongst clients (spoken or unspoken): best practices, change requests, usage, or support issues
• Ability to adapt to a fast-paced, continually changing business and work environment while managing multiple priorities
• Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
• Demonstrated ability to deal with change and excel in high-stress situations
• Good understanding of mobile and SaaS technologies
Key Competencies:People and Teamwork
- Open Communication
- Execution and Expectation Management
- Teamwork
- Coach and Develop
Drive
- Decisiveness
- Adaptability
- Accountability for Results
Entrepreneurship and Strategy
- Business Acumen
- Strategy and Direction
- Customer Orientation
Emotional Intelligence
- Empathy
- Motivation
- Self-Awareness
- Self-Regulation
- Social Skills
Behaviors
- Continuous Learning
- Maturity
- Trust
Working Environment: - Position includes domestic travel
- Work in clean, pleasant, and comfortable office setting or remotely
Minimum Required Education: Education: Bachelor's degree preferably in business, management, or marketing. MBA highly desired.
Experience: 5+ years of relevant software experience (Customer Success, Client Services, Account Management).
What you can expect from us:We succeed together and believe the best inspires the best, so we invest in supporting each other, learning together, and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can't wait to see where your ambitions take you at JLL.
Estimated compensation for this position is:125,000.00 - 150,000.00 USD per year
The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.
Location:Remote -Atlanta, GA, Dallas, TX, Denver, CO, Phoenix, AZ, San Francisco, CA
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Flexible and Remote Work Arrangements may be available
JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.
This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.
Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Accepting applications on an ongoing basis until candidate identified.