Customer Success Executive

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.

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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 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.

About JLL

We're JLLa leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 100,000 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.

We're interested in getting to know you and what you bring to the table!

Essential Functions:

• Define and execute a dynamic strategic vision to continuously enhance Corrigo's Client Success function, ensuring optimal client value delivery.
• Cultivate and manage comprehensive relationships with assigned Enterprise and Mid-Market Clients, aligning with their strategic objectives to drive adoption and maximize value realization.
• Establish a trusted/strategic advisor relationship with each assigned client, consistently delivering value through our products and services.
• Collaborate closely with clients to define desired outcomes, critical goals, and key performance indicators, actively supporting their achievement.
• Conduct in-depth Strategic Business Reviews to ensure clients are optimally positioned on the Corrigo platform throughout their lifecycle, maximizing their experience and ROI.
• Collaborate with marketing and sales teams to support customer advocacy initiatives, create compelling case studies, and deliver impactful testimonials.
• Expertly manage client expectations, balancing satisfaction with realistic goal setting.
• Serve as a Project Management liaison, coordinating cross-departmental efforts for a wide 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.
• Develop and oversee key scope documents, including high-impact presentations, comprehensive statements of work, detailed functional and technical requirements, insightful reports, and robust project plans.
• Engage regularly with high-level client stakeholders, including Directors, VPs, and C-suite executives of Fortune 500 companies.
• Implement proactive monitoring of product usage and health indicators to identify at-risk customers and develop effective mitigation strategies.
• Foster seamless collaboration between internal Product Management and Sales/Marketing Teams, ensuring client feedback informs product roadmaps and maintaining consistent access to the Voice of the Customer.
• Proactively identify and capitalize on opportunities for increased adoption, expansion, and strategic upselling within client organizations.
• Adapt to additional projects and responsibilities as directed by management.

Required Knowledge, Skills and Abilities:

• Extensive experience with SaaS platforms, JLLT platforms, and/or Commercial Real Estate or Facilities Management experience highly advantageous.
• Proven track record in conducting comprehensive business assessments and analyses, translating findings into tailored, multifaceted enterprise solutions.
• Exceptional ability to document complex client business requirements, create strategic business plans, manage development change requests, outline integration requirements, and provide high-level technical support.
• Demonstrated proficiency in solution-focused upselling and cross-selling to clients.
• Expertise in planning and delivering impactful instruction, both in-person and via web-based platforms.
• Self-directed, highly responsive, and deeply committed to ensuring client success.
• Substantial experience in collaborating with clients to define goals and objectives, with a proven ability to track and communicate progress effectively to both clients and internal teams.
• Proficient in MS Office software (Excel, PowerPoint, and Word)

• Superior problem-solving and analytical skills, with a keen ability to identify trends, patterns, and opportunities for continuous improvement.
• Outstanding communication skills, both verbal and written, adept at articulating complex concepts to diverse audiences, from technical specialists to C-suite executives.
• Demonstrated ability to monitor product usage and health indicators, identifying at-risk customers and developing strategic mitigation plans.
• Exceptional multitasking abilities, capable of managing multiple projects simultaneously while working independently and cross-functionally, ensuring all stakeholders remain well-informed.
• Proven track record in building and nurturing relationships, with the ability to influence stakeholders at all levels, from end-users to C-suite executives.
• Acute ability to discern and interpret client trends, both explicit and implicit, regarding best practices, change requests, usage patterns, and support issues.
• Demonstrated agility in adapting to a fast-paced, dynamic business environment while effectively managing multiple priorities.
• Highly self-motivated, team-oriented professional with a strong sense of responsibility and an unwavering focus on exceeding client expectations.
• Proven resilience and ability to excel in high-pressure situations and navigate organizational change.
• Comprehensive understanding of mobile technologies and SaaS ecosystems.

Key Competencies:

• Relationship Management
  • Builds trust and rapport at multiple organizational levels
  • Maintains consistent communication with key stakeholders
  • Navigates complex political landscapes effectively
  • Resolves conflicts and negotiates win-win outcomes
  • Establishes themselves as a trusted advisor and demonstrates advanced emotional intelligence
• Strategic Thinking
  • Understands client's industry, challenges, and opportunities
  • Aligns solutions to client's strategic objectives
  • Anticipates future client needs before they arise
  • Creates long-term account development/success plans
  • Identifies white space opportunities within accounts
• Business Acumen
  • Comprehends client's business model and revenue drivers
  • Quantifies value proposition in financial terms
  • Understands competitive landscape and positioning
  • Makes compelling business cases for proposed solutions
  • Effectively communicates ROI to decision makers
• Solution Development
  • Identifies appropriate solutions for client challenges
  • Customizes offerings to meet specific client needs
  • Coordinates cross-functional resources to deliver value
  • Innovates beyond standard offerings when needed
  • Balances client needs with organizational capabilities
• Execution Excellence
  • Consistently meets or exceeds commitments
  • Manages projects and implementations effectively
  • Monitors and reports on KPIs and success metrics
  • Proactively addresses potential issues before they escalate
  • Ensures seamless delivery and customer satisfaction

Working Environment:

• Clean, pleasant, and comfortable office setting or hybrid work environment