Director, Technology Client Success

As the Director, Technology Client Success at JLL, your main responsibilities include leading the deployment of innovative technology solutions for clients, managing cross-functional communications between teams, overseeing project risk management, and ensuring client satisfaction throughout all project phases. You'll play a key role in delivery planning, execution, and stakeholder management, leveraging your expertise to drive successful outcomes.

For the Director, Technology Client Success role at JLL, candidates should have a strong background in IT project management, particularly in software delivery management. Demonstrated expertise in commercial real estate applications is essential, alongside skills in business analysis, team coordination, and effective communication. A customer service focus, attention to detail, and the ability to work autonomously are also important qualifications to possess.

In the Director, Technology Client Success role at JLL, ensuring client satisfaction involves a proactive approach to project management, timely reporting of delivery risks, and maintaining effective communication with all stakeholders. You'll oversee user acceptance testing and deployment plans, ensuring that client feedback is integrated throughout the project lifecycle to foster a positive client experience.

In the Director, Technology Client Success role at JLL, you'll collaborate extensively with analysts, implementation specialists, engineers, and testers, effectively managing the deployment of solutions. This cross-functional teamwork allows for continuous alignment with client goals and seamless execution of technology solutions that meet evolving business needs.

While prior experience in commercial real estate is preferred for the Director, Technology Client Success position at JLL, we encourage applications from individuals who have relevant IT project management expertise. If you're passionate about leveraging technology to enhance the real estate industry, we invite you to apply, even if you don't meet every single requirement.

When answering this question, you should mention specific methodologies like Agile, Waterfall, or Scrum. Discuss how you've applied these methodologies in past projects, particularly in delivering software solutions successfully, while emphasizing your flexibility to adapt project management styles to different client needs.

Here, detail a specific project where you identified a risk, the steps you took to mitigate that risk, and the final outcome. Highlight your proactive communication with stakeholders and your problem-solving skills that led to successful project delivery despite challenges.

To answer this, emphasize the tools and practices you use for communication, such as regular status meetings, project management software, or collaborative platforms. Discuss the importance of transparency and consistent updates in maintaining alignment across teams.

Discuss techniques such as interviews, surveys, and workshops. Highlight your experience in engaging stakeholders to elicit comprehensive business requirements and how you've successfully translated those requirements into actionable project plans.

Illustrate your conflict resolution skills by sharing an example of a past experience. Emphasize your ability to listen to differing perspectives, facilitate discussions, and find mutually beneficial solutions that ultimately lead to a more collaborative team environment.

In answering this question, mention specific techniques such as creating detailed test plans, coordinating testing sessions, and collecting feedback from end-users. Stress the importance of UAT in ensuring that the delivered solution meets client expectations and requirements.

Highlight any relevant experience working in a matrix organization, focusing on your ability to navigate complex structures, coordinate with multiple teams, and manage diverse stakeholders. Discuss your strategies for ensuring clarity and accountability across various functions.

Discuss your approaches to regularly check in with clients, provide updates, and solicit feedback throughout the project. Emphasize the importance of establishing trust and transparency to strengthen client relationships and ensure ongoing satisfaction.

Share specific strategies you use for task prioritization, such as focusing on critical path tasks, aligning with overall project goals, or utilizing prioritization frameworks. Stress your ability to adapt to shifting priorities while maintaining an eye on project deadlines.

In your response, emphasize qualities such as strong leadership, effective communication, and a customer-centric approach. Discuss how these qualities enable successful project management and contribute to delivering exceptional client experiences.