Lead Product Specialist: Salesforce Service Cloud

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Our (P4) Lead Product Specialist: Salesforce Service Cloud supports the Leasing and Capital Markets Technology Group by building foundational support processes, managing service and knowledge tool implementation, and providing relevant subject matter expertise to deliver high-quality product support and a frictionless user experience. You will work with product experts in JLL Technologies and both internal and external users of those products within JLL's transactional businesses. You will be responsible for providing product subject matter expertise, building support technology process operations, and serve as the highest point of escalation support for our businesses and your technology partners. As a Lead, Product Specialist you will work across strategic products supporting a revenue generating business line to elevate quality of care, accelerate escalation resolution, and provide subject matter expertise across the user technology journey. Additionally, you will work as a liaison across technology partners to enhance the use of the product suite.

As a Lead, Product Specialist you will be responsible for:

• Leading support and hyper care activities for product launches, rollouts, and projects in your business line

• Setting up Service Tooling and knowledge management infrastructure and processes for product launches, rollouts and projects

• Delivering product onboarding, creating support operations & processes, and establishing feedback loops in our service tools for business line and/or region

• Driving engagement, Learning & Development programming, support operations on for our service tools

• Maintaining in-depth expertise of supported business line and suite of products, including core functionality, product roadmap, delivery POCs, release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows

• Partnering with the product team to inform and influence roadmap and deployments through rollouts

• Continuously improving and informing knowledge management materials with business process framework

• Setting the groundwork for customer satisfaction and net promoter score benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores

• Managing escalation support as required, and ensuring the "Best Team on the Field" resources are involved to solve issues and establish resolution; ensuring framework for hand-offs are clear and documented

• Managing integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls

• Responsible for ensuring a frictionless user experience across business line technology, including centralized product and self-service documentation, working with cross-JLLT teams to improving wayfinding, and setting up service tooling.

• Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology

• Identifies opportunities to innovate and improve business processes within the Service Cloud environment through user feedback loops and continuous improvement projects

• Designs, builds and delivers technical development of multiple projects, from inception and gathering requirements through user acceptance software demonstration, testing and final deployment

• Gathers requirements and translates them into best practice, scalable solutions with a focus on exceptional user experience

• Documents processes and technical functionality along with system standardizations and changes

• Performs Salesforce configuration changes, including Workflow, Process Builder, Flow, assignment and Validation rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, custom/standard object configurations, dashboards, and reports

PEOPLE SKILLS

• Commitment to Excellence in customer service ; going the extra mile is standard

• Excellent interpersonal, communication, problem-solving and organization skills.

• Ability to explain technical solutions in nontechnical language

• Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind

• Audits and maintains business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported

• Strong organizational skills to uphold swift response times as required by the users of the supported product

• Ability to work independently, unsupervised, and as a team player with a desire to solve challenges

QUALIFICATIONS

• Service Cloud Administrator Certification and/or Service Cloud Consultant required

• Salesforce Certified Administrator Certification required

• Actively participating and upskilling in the Salesforce Trailblazer Community

• Experience in managing Salesforce/Service Cloud upgrades and ensuring successful integration

• Advanced Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)

• Advanced knowledge of Excel reporting/querying large datasets

• Knowledge of Azure DevOps, Jira, and ServiceNow and Salesforce is preferred

• Subject Matter Expert and relevant Industry/Business expertise

• Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau CRM)

EXPERIENCE

• 5+ years of experience in product support and undergraduate degree in a related field (i.e. Finance, Real Estate, Data, Customer Service, Product) or

• Combined 8+ years of product support and/or business experience; less years acceptable with an accompanying recommendation

Estimated compensation for this position is:

120,000.00 - 140,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

Remote -Atlanta, GA, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Houston, TX, Indianapolis, IN, New York, NY, Olympia, WA, Phoenix, AZ, Raleigh, NC, Sacramento, CA, Salt Lake City, UT, St. Paul, MN, Tallahassee, FL

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

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. Some of these benefits may include:

• 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

• Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.