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Customer Success Executive
Dallas, TX
Job Description
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.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
* 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.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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