Customer Success Executive

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.
Key Responsibilities
Define the ongoing strategic vision for limitlessly improving JLLT’s customer success function whilst maintaining a clear focus on client satisfaction.
Own the overall relationship with assigned Enterprise clients and Mid-Market clients, which includes 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 teams to delegate and oversee an array of activities including integrations, migrations, version upgrades, custom development, training, tactical consulting, and future implementation projects.
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 maximising 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
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.
Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies.
7+ years of experience in managing customer success in a SaaS environment.
Experience with IWMS, CAFM, CMMS, EAM and / or AutoCAD platforms. Commercial Real Estate Management or Workplace Management experience is a plus.
Experience in 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 product or solution selling.

**Ability to plan and deliver instruction**: in-person or web-based.
Self-managed, responsive, and dedicated to customer success.
Experience working with clients to define their goals & objectives and track / communicate progress to client (and internal teams as needed).

**Ability to sense trends amongst clients (spoken or unspoken)**: change requests, usage, or support issues.
Ability to work across multiple teams internally to solve any client issues that arise.
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.
Behavioural 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