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
- Position includes domestic travel (approximately 20%)
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 total compensation for this position:
125,000.00 – 165,000.00 USD per year
The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.
Location:
On-site –Atlanta, GA, Boston, MA, Chicago, IL, Dallas, TX
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 Time Off and Company Holidays
