Client Onboarding Program Manager - Global Transitions

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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Job Description

Global Success Leader – Client Onboarding                                                                                               

Location: Virtual, open to locations across USA

Role:

This role is charged with executing new business transitions, account expansions, stabilization, optimization and transformation programs for specific JLL industry verticals.  The role works collaboratively with the Client, Sales, Commercial, JLL Work Dynamic divisions and other JLL Workstreams to provide comprehensive Client Onboarding services to ensure Client delight.  This role is expected to lead multiple Client onboards at one time, both directly and through a team of direct and matrixed employees. The Global Success leader must be a strong change leader for large, key client transitions and a team player and work with other members of the business to meet all key performance indicators required by the contract.

Key Responsibilities Include:  

Lead Global and AMER transitions for our Clients. 

• Act as the primary layer of engagement with Client leadership and early onboarded account leadership

• Oversight of the transition plan to ensure it is in-line with agreed upon client expectations
• Coordination of and collaboration with Workstream leads to ensure they are properly invested and accountable to the transition (e.g., HR, Sourcing, JLLT, Finance, Commercial, Business Technology)
  • Ensure all workstream leads actively participate during Transition and provide required information timely
  • With the support of an Implementation Manager, clearly define and align transition scope relative to contractual documents, escalating scope differences or change requests appropriately
  • Monitor the progress toward the implementation date and escalate as required to stay on schedule.
  • Ensure an effective handover from Transition to the account team and ensure a clear understanding of roles and responsibilities of the account team as the Stabilization phase is entered.
• Ensure accountability for agreed upon key transition, stabilization and optimization protocols for throughout the onboarding process (communications, meetings etc.)
  • Clarify and communicate onboarding objectives including detailed understanding of client expectations, status of deliverables and success criteria.
  • Constantly and proactively communicate to all Key Stakeholders throughout the Transition
  • Ask probing questions to identify risk and, working with appropriate JLL Account, Platform, Workstream and client resources, develop timely solutions to mitigate that risk

• Lead Transition meetings and facilitate progress, issue and risk identification
• Effectively monitor and manage the transition budget

Lead stabilization and optimization process after transition

• Create Stabilization and Optimization plans to complete contractual obligations that were unable to be completed during transition and/or detailed in the contract as post Go Live
• Lead the completion of the optimization plan with the on-account team and workstreams

Lead transition support for sales pursuits

• Create content needed for written responses.
• Attend presentations and yellow pad sessions for pursuits.
• Attend sales pipeline calls.

Lead process improvement initiatives

• Work with leadership team to identify and lead initiative to bring efficiency and effectiveness to the overall Client onboarding process.

Build long term partnerships with Division Presidents,Managing Directors and Account Directors to support the vertical’s business and resources needing to onboard new client for that vertical.

Work with Consulting and on team Change Managers to facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption

• Support the preparation of change management strategies as required
  • Client Readiness
  • Transformation
  • Transition
  • Communication

Key Performa