Strategic Account Manager, JLL Marketplace

JLL is a leading global provider of real estate and investment management services, and they are seeking a Strategic Account Manager to serve as a trusted advisor for customers and internal stakeholders. The role involves building relationships, strategizing to grow accounts, and providing insights to drive business value through the JLL Marketplace.

Responsibilities:

• You will need to build relationships with the key stakeholders supporting your accounts as well as with the customer and engage by preparing and presenting activity reports and value briefings, running QBRs, managing escalations, conducting regular status calls, and ensuring high level of customer satisfaction
• Strategize and identify new opportunities to grow your accounts by delivering savings and efficiencies through the JLL Marketplace
• Work closely with Account Sourcing and Operations teams to engage and deploy, monitor and report on new projects and initiatives – pulling through sales with your accounts
• Perform deep dive quantitative and qualitative analyses to present insights that will drive incremental growth and adoption of JLL Marketplace
• Become an expert on the platform and be able to engage with the users and account to drive growth and adoption through the technology
• Monitor user adoption and system usage and recommend strategies to increase usage/adoption
• Engage with the product and supplier teams to drive customer requests and influence our roadmap
• Liaise closely with management and leadership to ensure that customer requests and escalations are resolved
• Develop JLL Marketplace champions and generate customer references
• Be a true proponent of customer advocacy
• Be a team player and coach other team members

Requirements:

• 5-10+ years of experience in external facing customer roles
• 5+ years of experience in a Customer Success role or comparable
• Knowledge of emerging procurement technologies and platforms
• Knowledge and experience with Data Visualization tools – Tableau and Power BI
• High comfort level interacting with and influencing executive-level professionals
• Superior multi-tasking and project management skills in a constantly changing environment
• Creative problem solver who can identify and efficiently sort critical information
• Highly personable and can maintain focused expectations from peers
• A Bachelor's degree in business management, marketing, or business operations is preferred
• Strong analytical skills preferred
• Previous experience in Supply Chain, CRE, or SaaS with exposure to B2B procurement systems is preferred
• Work experience in an agile and fast-growing start-up environment is preferred