Hybrid Customer Success Executive

at Jones Lang LaSalle Americas, Inc.

• Job title: Customer Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $104,000 - $115,750 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Customer Success Executive enhancing client value at JLL through strategic relationship management and collaboration. Leveraging experience with SaaS and commercial real estate to support client success.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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