Job Description
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.
Responsibilities:
Develop in depth product knowledge and stay up to date on new product features and releases.
Collaborate with internal team to develop engaging and informative customer education materials, including tutorials, guides, videos, and webinars.
Conduct regular outreach to users to collect feedback and gain a deep understanding of their experience with our products.
Proactively address customer concerns, issues, or questions, providing timely and effective resolutions to ensure customer satisfaction.
Develop and implement scaled engagement strategies to efficiently reach a larger number of customers.
Define customer segmentation and develop targeted engagement plans for each customer segment.
Identify success metrics to ensure engagement strategies are positively impacting product NPS, client retention and satisfaction, and expansion goals.
Analyze customer usage patterns and behavior to identify opportunities for growth, providing actionable recommendations to drive adoption.
Collaborate cross-functionally with Sales, Product, and Customer Experience teams to ensure a cohesive and seamless customer journey and to align customer success goals with broader business objectives.
Provide regular reports and analysis to senior management, identifying trends, opportunities, and areas for improvement.
Leverage data and insights to enhance customer success strategies and optimize operational efficiency.
Stay informed about Commercial Real Estate, Customer Success, and Property Technology trends and best practices to continuously improve strategies and approaches.
Required Knowledge, Skills, and Abilities:
Proven experience in scaled Customer Success, Account Management, Marketing, or a similar role.
Experience with SaaS Platforms (Experience with JLLT platforms and Commercial Real Estate Management or Facilities Management a plus)
Strong interpersonal and communication skills, with the ability to engage effectively with customers and internal teams.
Excellent problem-solving skills, with a commitment to proactively address customer concerns and resolve issues.
Knowledge of customer success strategies, customer lifecycle management, and customer engagement methodologies.
Can manage multiple projects simultaneously, work independently and cross-functionally, and can keep all stakeholders informed.
Ability to sense and analyze trends amongst clients (spoken or unspoken): best practices, change requests, usage, or support issues.
Familiarity with customer success principles, instructional design, and content creation.
Proficient in using Pendo, Salesforce, Totango/Catalyst (or other customer success platforms), customer engagement tools, and digital communication platforms.
Strong project management skills, with the ability to multitask and prioritize in a fast-paced environment.
Self-motivated, detail-oriented, and able to work independently as well as part of a collaborative team.
Key Competencies:
People and TeamworkOpen Communication
Execution and Expectation Management
Teamwork
Coach and Develop
DriveDecisiveness
Adaptability
Accountability for Results
Entrepreneurship and StrategyBusiness Acumen
Strategy and Direction
Customer Orientation
Emotional IntelligenceEmpathy
Motivation
Self-Awareness
Self-Regulation
Social Skills
BehaviorsContinuous 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.
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!
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.
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 102,000 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.
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