Job DescriptionPosition Summary:
The Client Success Manager provides customer relationship management and consulting support to JLLT’s technology customers and the internal operations team by creating a vision and direction for the solutions, by ensuring that technology implemented meets the customer’s needs, and by establishing a platform for future growth and enhancement. The Client Success Manager also guides the customer and internal teams through the design, development, implementation and support of integrated technical, process, and outsourcing solutions for facilities and real estate management.
§Client relationship management
Develop relationships with clients to understand their business, their challenges, their goals and objectives, and to help them understand how JLLT’s services and technology can help them address their needs. Identify sales opportunities within all assigned clients, collaborate with Sales Director and Director/VP of Technology Delivery as to an approach and provide sales support to such pursuits.
Work to continuously measure customer satisfaction and provide feedback to the project team and the Director/VP of Technology Delivery as appropriate.
Regularly meet, advise, and collaborate with client on the identification of improvement/enhancement/expansion opportunities followed by the creation of statements of work (SOW) to support the opportunity.
Facilitate solving client problems by collaborating and providing direction to internal JLLT teams and third parties as necessary.
§Provide sales support
Help define deal strategies for winning new business and creating solutions for services proposed.
Take the lead in the preparation of SOWs and presentations for existing customer base. Provide support on JLLT responses to RFPs and statements of work.
Develop and provide functional demonstrations of the software to clients. Direct and coordinate technical demonstrations with the Director of Technical Delivery.
Develop client-specific sales presentations in PowerPoint and assist in the delivery of such presentations, as required, with the Sales Director.
Meet with client and/or Sales Director to qualify opportunities and ask questions to determine scope.
Write and update Case Studies.
§Assist with project delivery and implementation tasks.
§Provides billable project services to clients as follows:
Leads internal and external consultative planning sessions with the client’s key stakeholders – typically senior managers in the facilities and real estate, information technology, finance, and human resources departments.
Conducts analysis of client business requirements with respect to systems, process workflow, and staffing. Conducts analysis of existing information systems, datasets, and functional requirements to forecast complexity of integration of our solutions into the client’s existing environment.
Creates documentation to communicate ‘as-is’ and ‘to-be’ conditions, processes, technical and staffing model solutions, Return On Investment (ROI) criteria, Key Performance Indicators, (KPIs) and measurement criteria.
Provides guidance and management of the client and the JLLT team through decision-making processes regarding cost/benefit, timelines, operational, and change management issues.
§Provides Project/Account Management services as follows:
Ultimately accountable for the success of all JLLT’s services to customers and for ensuring full compliance with the terms of JLLT’s agreement with client.
Advises the client and the JLLT team regarding industry best practices as well as the capabilities of technology and the benefits of associated JLLT services.
Defines and documents the functional scope of projects and engagements and works to set the client expectation for the resulting JLLT deliverables.
Provides project direction to the client and the JLLT team.
Develops solutions focused on JLLT’s core service lines of workplace management process, technology, and outsourcing.
Negotiates scope changes with the client.
§Actively participates in the JLLT personnel review process to provide performance feedback to personnel. This includes collaboration on the JLLT OKR process and goal setting.
§Provide and regularly maintain accurate rolling 12-month revenue forecasts for your accounts.
§Travel required (25-40%).
§May train and develop other associates.
§Other duties as assigned.
Knowledge, Skills, and Abilities:
§Experienced with full project lifecycle delivery of Integrated Workplace Management Systems (IWMS) in enterprise corporate environments.
§Proficiency with MS Office Suite and Visio, conceptual knowledge of modern database management systems and related software technologies.
§Ability to forecast client needs, use questioning strategies, create solutions, and provide workplace visioning for the client.
§Solid customer service skills.
§B.S. or B.A. in related discipline.
§Minimum of five years experience implementing complex business systems such as Real Estate, Asset Management, Human Resources, Accounting, Planning and Budgeting, Supply Chain, Document Management, etc.
§Strong interpersonal and communication skills, both oral and written, including proposals and statement of work, solution specifications and process and procedure documentation.
§Ability to create client presentations and deliver them effectively.
§Experience in group presentations including detailed technical demonstrations, executive and end user training classes and conducting consultative planning sessions.
§Works autonomously to drive tasks and revenue on accounts.
§Pays high attention to detail.
§Ability to work on multiple accounts and tasks simultaneously
§Experience in communicating and collaborating in a professional manner with all levels of corporate management.
§Demonstrated team and collaboration skills.
§Strong organizational skills.
§Proficiency with IWMS, CAFM, CMMS, EAM, and/or AutoCAD systems.
§Proficiency with IBM TRIRIGA, Archibus, Maximo and/or other IWMS/EAM systems.
§Current on trends relating to technology and real estate/facilities industries.
§Understanding of facilities, real estate and asset management industry and best practices.
§Education/certification in a Business Process Improvement (BPI) methodology such as Six Sigma.
§Knowledge of software development life cycle methodologies and/or software engineering methodologies such as waterfall, agile, RUP, etc.
§Project Management Professional (PMP) certification.