Director – Technology Customer Success

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Overview:

Our Customer Success Consultants (“CSC”) play a crucial role in building long-term, transformational customer relationships by supporting customers across our Enterprise customer segment. You will engage with customers at key points throughout their lifecycle and collaborate with internal teams across the business. Customer Success Consultants are essential to ensuring that every client receives first-class service and realizes the best possible value from their investment with Building Engines.

Key to these outcomes is your ability to effectively engage with Building Engines customers, understanding each customers’ goals and requirements. By engaging with colleagues across Customer Experience, Product, and Sales, you will help design and deliver solutions that create tangible investment returns and drive client satisfaction.

Roles and responsibilities include:

Serve as the client(s) dedicated Customer Experience resource:

-Leading the client and end-users through implementation and onboarding including: thorough discovery, tactical product configuration, training, and user-acceptance testing.

-Develop tenable phased implementation plan while closely tracking – and delivering – key project milestones.

-Collaborating with Customer Support to ensure issues are swiftly resolved and updates are relayed to client

-Advise client on strategic use of Building Engines products, identifying expansion opportunities, advising on adoption and usage, and providing ongoing training.

-Provide end-to-end, hands-on support for the customer along their customer journey.

-Collaborate with stakeholders (both internal and external) on delivery timelines, ensuring that tasks required are managed and delivered on-time.

-Quickly become an expert in product functionality and provide demos/trainings to client, clearly articulating how product features (and/or workarounds) can meet the client’s goals and needs.

Who we are looking for:

Customer Focus: Everything you do will be underpinned by delivering an exceptional customer experience and ensuring our customers can demonstrate the value of working with Building Engines - experience of managing a diverse range of customers and delivering excellent service is vital.

A Proven Track Record: You will have proven experience of working consultatively with client teams, understanding their strategy, and having the ability to align technology to help them achieve business goals and desired outcomes.

CRE Tech Knowledge: You will have knowledge and experience of working with customers in Commercial Real Estate Technology and industry best practices.

Excellent consulting skills: able to listen carefully and translate key customer needs and desires into workable solutions before overseeing those through to realization.

Team-orientated: You will be able to work with the wider team to scope and deliver customer requirements. You know how to strategically collaborate with internal teams to effectively advocate for your client’s needs.

Expert Communication Skills: You will have the confidence, knowledge, and skill to facilitate broad-ranging, strategic conversations with customers/senior managers. You understand that sometimes, you'll have to deliver a "no" when the client is expecting a "yes," and you know how to do so effectively.

Exceptional Organizational Skills and Keen Attention to Detail: You will ensure that you keep projects on track and take ownership for ensuring customer commitments are met.

A Focus on Continuous Improvement: You will look for opportunities to keep improving our products, processes, and service to make sure that our offering remains the best in the market.

Positive, Solutions-Focused Outlook: You will ask "What can we do to make this happen?" rather than "I don't know how this would work."

Ability to Manage Time Autonomously: When faced with multiple competing priorities, you know how to allocate time toward what matters most for the team, the business, and the client.

Meeting Management: You have lead meetings with multiple high-level stakeholders in the room. You’ve thoughtfully guided conversations to be value-add for all participants.

Previous Team Lead/Management Experience Preferred.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position:

134,000.00 – 164,000.00 USD per year

Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Boston, MA

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  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. Some of these benefits include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary 
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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