Program Success Manager

5 months ago

Toronto, Canada JLL Full time

JLL supports the Whole You, personally and professionally.

JLL is hiring for a unique role with one of our key global accounts, Verizon. JLL supports Verizon’s Global Work Tech Group to ensure technical solutions (programs) are adopted and are running smoothly within it’s commercial real estate portfolio. As the Program Success Manager, you will work directly with internal customers to ensure the success of these solutions by providing ongoing support as well as intel and reporting on program activities. You will also manage the coordinator for the team and provide guidance and mentorship to meet the client’s expectations.

What this job involves
Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) within each customer to drive end-user excitement and usage of the Verizon Work Tech solutions and create adoption.
Ensure effective onboarding and training of new internal customers and implementation project
Lead product demos and trainings for internal customers and educate them on the benefits of using the Work Tech products. Help troubleshoot customer issues
Serve as the group’s ambassador and evangelize the portfolio of solutions to the end-users
Track and report on end-user usage with the IoT data platform, and identify anomalies in utilization patterns
Lead internal customer check-in calls on an appropriate cadence, collect customer feedback, and identify new pain points and implement action plans to address them effectively. Create customer advocates through success
Serve as the project manager to support the implementation of technology solutions across Verizon’s real estate portfolio
Responsible for overseeing the management of the program’s funnel and reporting activities
Own the Customer Support program and manage support ticketing process
Manage the teams progress and programs through data aggregation, and dashboard presentations.
Provide coaching and support subordinate(s) growth within the team, account and JLL organization.

Bachelor’s Degree or relevant post secondary education is an asset
3-5 years in commercial real estate or facilities management experience and/or technology within this industry
Passion for driving customer success and measurable outcomes
Project experience and PMP certification an asset
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
Ability to prioritize, multi-task, and perform effectively under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Effective at leading executive discussions and presentations
Proficient with G-Suite and Project Management software experience is an asset

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.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 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.

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