About JLL -

We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!

Essential Functions:

• Define the on-going strategic vision for limitlessly improving JLLT's Client Success function while maintaining a clear focus on client satisfaction.
• Own the overall relationship with assigned Enterprise Clients and Mid-Market Clients, which include: Increasing their adoption, ensuring their retention, and increasing their satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• 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 Quarterly Business Reviews (QBR's) 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 our Strategic 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
• Customer Health Monitoring
• 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.
• Partner with Sales to build relationships with major prospective clients during the sales process to assist in initiating a long-term partnership with the client.
• Other projects and responsibilities may be added at the manager's discretion.

Required Knowledge, Skills and Abilities (KSA)

• 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 as well as 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, Power Point, and Word)
• Proficient in GoToMeeting and Webinar Functionality

Other Knowledge, Skills and Abilities:

• Ability to sense trends amongst clients (spoken or unspoken): change requests, usage, or support issues
• Ability to work across departments internally to solve any client issues that arise
• Knowledge and ability to understand and negotiate complex risk
• Excellent verbal and written communication skills, leadership skills, analytical skills, and project management experience
• Can manage multiple projects simultaneously, work independently & with team members, and can keep all stake holders informed
• Ability to quickly establish relationships and interact with business owners, executives, and senior management
• 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, RDBMS, and web 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

Minimum Required Education:

Education: Bachelor's degree preferably in business, management, or marketing. MBA highly desired.
Experience: 7+ years of relevant software experience (Client Services, Account Management).

What you can expect from us

We succeed together and believe the best inspire 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. Apply today!

JLL Privacy Notice

Jones 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.

For additional details please see our career site pages for each country.

For employees in the United States, please see a fully 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 email us at [email protected]. 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.