Account Manager (Virtual)

The Account Manager (AM) provides customer relationship management and consulting support to JLL's technology customers and the internal operations team by creating a vision and direction for the solutions and by ensuring that technology implemented meets the customer's needs and requirements and establishes a platform for future growth and enhancement. The AM also guides the customer and internal teams through the design, development, implementation and support of integrated technical, process and outsourcing solutions for facilities and real estate management.
RESPONSIBILITIES ( indicates Essentials Duties):
Develop relationships with Clients to understand their business, their challenges, their goals and objectives, and to help them understand how JLL's services and technology can help them address their goals and challenges. Identify sales opportunities within all assigned clients, collaborate with Sales Director and VP of Technology Services as to an approach and provide sales support to such pursuits.
Work to continuously measure customer satisfaction and provide feedback to the project team and the VP of TS Account Management as appropriate.
Regularly identify, advise and collaborate with Client on the identification of improvement/enhancement/expansion opportunities followed by the creation of SOWs to support the opportunity.
Manages program staff as assigned and sets their priorities.
Sets the overall communication strategy in coordination with details gathered by the technical and functional teams assigned to the account.
Create direction and solution for services proposed.
Take the lead in the preparation of statements of work and presentations for existing customer base. Provide support on JLL responses to RFPs and statements of work.
Develop and provide functional demonstrations of the software to clients. Direct and coordinate technical demonstrations with the Director of Technical Services.
Develop client specific sales presentations in PowerPoint and assist in the delivery of such presentations if required with the Sales Director.
Meet with client or Sales Director to qualify opportunities and ask questions to determine scope.
Write and update Case Studies.
Leads internal and external consultative planning sessions with JLL's and/or the client's key stakeholders €“ typically senior management in the facilities and real estate, information technology, finance, and human resources departments.
Conducts analysis of Business Requirements with respect to systems, process workflow and staffing. Conducts analysis of existing Information Systems, Datasets, Functional Requirements to forecast complexity of integration of our solutions into the client's existing environment.
Creates documentation to communicate 'as-is' and 'to-be' conditions, process, technical and staffing model solutions, Return On Investment (ROI) criteria, and Key Performance Indicators and measurement criteria.
Provides guidance and Management of the Client and the JLL Team through decision-making processes regarding cost/benefit, timelines, and operational and change management issues.
Conducts application training for Clients.
PROVIDES PROJECT/ACCOUNT MANAGEMENT toProvides Project/Account Management to:
Ultimately accountable for the success of all JLL's services to customers and for ensuring full compliance with the terms of JLL's agreement with Client.
Advises the Client and the JLL Team regarding industry best practices as well as the capabilities of technology and the benefits of associated JLL services.
Defines and Documents the Scope of Projects and Engagements and working to set the client expectation for the resulting JLL deliverables.
Provides project direction to the client and the JLL team.
Developing solutions focused on JLL's core service lines of process, technology and outsourcing.
Negotiate Scope changes with the client.
Active Participation in the Personnel Review Process to provide performance feedback to personnel. This includes collaboration on the 360 Review process.
Travel required (25-40%).
May train and develop other associates.
Other duties as assigned.
B.S. or B.A. in related discipline.
Minimum of five years' experience implementing complex business systems such as IWMS, Human Resources, Accounting, Planning and Budgeting, Supply Chain, Document Management, etc.
Proficiency with MS Office Suite and Visio, Conceptual knowledge of RDBMS and related technologies.
Ability to forecast client needs, use questioning strategies, create solutions and a vision for the client.
Solid customer service skills.
Strong interpersonal and communication skills, both oral and written, including proposals and statement of work, solution specifications and process and procedure documentation.
Ability to create client presentations and deliver them effectively.
Experience in group presentations including detailed technical demonstrations, executive and end user training classes and conducting consultative planning sessions.
Provide leadership to the JLL Technology Service Line by mapping high level objectives into detailed plans and schedules.
Works autonomously to drive tasks and revenue on accounts.
Pays high attention to detail.
Ability to work on multiple accounts and tasks simultaneously.
Experience in communicating and collaborating in a professional manner with all levels of corporate management.
Demonstrated team and collaboration skills.
Strong organizational skills.
Experienced with enterprise implementations for CAFM/IWMS and CMMS systems.
Understanding of Relational Databases particularly in the areas of, reporting and data integration capabilities.
Current on trends relating to technology and real estate/facilities industries.
Understanding of Facilities, Real Estate and Asset Management industry and practices.
Knowledge of System Development Life Cycle methodologies

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