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

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

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.