Scaled Customer Success Manager

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Scaled Customer Success Manager

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remote type

Remote

locations

Dallas, TX

Los Angeles, CA

Phoenix, AZ

San Francisco, CA

Denver, CO

time type

Full time

posted on

Posted 2 Days Ago

job requisition id

REQ352901

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Responsibilities:
Develop in depth product knowledge and stay up to date on new product features and releases.
Collaborate with internal team to develop engaging and informative customer education materials, including tutorials, guides, videos, and webinars.
Conduct regular outreach to users to collect feedback and gain a deep understanding of their experience with our products.
Proactively address customer concerns, issues, or questions, providing timely and effective resolutions to ensure customer satisfaction.
Develop and implement scaled engagement strategies to efficiently reach a larger number of customers.
Define customer segmentation and develop targeted engagement plans for each customer segment.
Identify success metrics to ensure engagement strategies are positively impacting product NPS, client retention and satisfaction, and expansion goals.
Analyze customer usage patterns and behavior to identify opportunities for growth, providing actionable recommendations to drive adoption.
Collaborate cross-functionally with Sales, Product, and Customer Experience teams to ensure a cohesive and seamless customer journey and to align customer success goals with broader business objectives.
Provide regular reports and analysis to senior management, identifying trends, opportunities, and areas for improvement.
Leverage data and insights to enhance customer success strategies and optimize operational efficiency.
Stay informed about Commercial Real Estate, Customer Success, and Property Technology trends and best practices to continuously improve strategies and approaches.

Required Knowledge, Skills, and Abilities:
Proven experience in scaled Customer Success, Account Management, Marketing, or a similar role.
Experience with SaaS Platforms (Experience with JLLT platforms and Commercial Real Estate Management or Facilities Management a plus)
Strong interpersonal and communication skills, with the ability to engage effectively with customers and internal teams.
Excellent problem-solving skills, with a commitment to proactively address customer concerns and resolve issues.
Knowledge of customer success strategies, customer lifecycle management, and customer engagement methodologies.
Can manage multiple projects simultaneously, work independently and cross-functionally, and can keep all stakeholders informed.
Ability to sense and analyze trends amongst clients (spoken or unspoken): best practices, change requests, usage, or support issues.
Familiarity with customer success principles, instructional design, and content creation.
Proficient in using Pendo, Salesforce, Totango/Catalyst (or other customer success platforms), customer engagement tools, and digital communication platforms.
Strong project management skills, with the ability to multitask and prioritize in a fast-paced environment.
Self-motivated, detail-oriented, and able to work independently as well as part of a collaborative team.

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.
Estimated compensation for this position is:
85,000.00 – 105,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.
Location:
Remote –Atlanta, GA, Dallas, TX, Denver, CO, Los Angeles, CA, Phoenix, AZ, San Francisco, CA 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 may 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

Flexible and Remote Work Arrangements may be available

JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement

.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here .
This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –

you may contact us at Accommodation Requests .

This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us

page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and

responsibilities.

Only job-related convictions will be considered and will not automatically disqualify the candidate.
California Residents only
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement

which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Accepting applications on an ongoing basis until candidate identified.
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At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each

of us unique.

We help our people thrive, grow meaningful careers and find a place where they

belong. Together,

we strive to be exceptional and shape a better world.
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com .

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