Client Support Coordinator

JLL•Chicago, IL

1d•Remote

About The Position

JLL empowers you to shape a brighter way. Our people at JLL 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. Client Support Coordinator – Enterprise Solutions (ATG) – JLL What this job involves: As a Client Support Coordinator for the Enterprise Solutions team with ATG at JLL, you will support Healthcare Facility clients daily in a variety of ways to ensure they are successful with all solutions they have setup on the website. Working as part of a team, this important role offers a great opportunity to make a significant contribution to JLL's ongoing success in the Healthcare market while reporting to the Director of Client Support & Training. You'll provide first-line support and troubleshooting for enterprise solutions, perform data fixes within SQL databases, handle user management, and act as Project Manager, Trainer, and Account Manager to ensure timely resolution of issues and positive client experience that reflects JLL's commitment to comprehensive healthcare facility management and client success. What your day-to-day will look like: Technical Support and Data Management: • Provide first-line support and troubleshooting for enterprise solutions including comprehensive analysis of data • Perform data fixes within SQL databases as needed while ensuring data integrity and stability • Handle user management including new and renewal access requests while establishing proper access within specific solutions • Troubleshoot technical issues and provide solutions to maintain continuous system functionality for healthcare clients • Monitor system performance and identify opportunities for optimization and improvement Project Management and Implementation: • Act as Project Manager to implement enterprise solutions by collaborating with clients to identify specific needs, configuration data, and timeline • Coordinate project deliverables and timelines to ensure successful solution implementation within healthcare environments • Manage stakeholder communication and expectations throughout project lifecycle for optimal client satisfaction • Collaborate with internal teams to ensure seamless solution deployment and client onboarding Training and Client Education: • Act as Trainer to provide training upon completion of projects as well as on-demand for existing clients • Develop and deliver comprehensive training materials and sessions for healthcare facility staff • Utilize active listening to identify opportunities to expand client use of solutions and develop interest in solutions not yet implemented • Create documentation and support materials to enhance client understanding and system utilization Account Management and Client Relations: • Act as Account Manager while proactively reaching out quarterly to assigned clients to touch base and help address/escalate issues • Follow through to resolution on all client concerns while maintaining strong client relationships • Share client feedback about solutions in effort to improve client experience and enhance solutions • Identify upselling and cross-selling opportunities to expand client engagement with available solutions Communication and Coordination: • Communicate effectively within team and with other teams to ensure timely resolution of issues and positive client experience • Coordinate with healthcare facility stakeholders to understand specific operational needs and requirements • Facilitate communication between technical teams and clients for effective issue resolution • Maintain detailed documentation of client interactions and solution performance Continuous Improvement and Analysis: • Analyze client usage patterns and feedback to identify opportunities for solution enhancement • Contribute to product development initiatives based on healthcare market needs and client requirements • Monitor industry trends and best practices in healthcare facility management technology • Support continuous improvement initiatives for client support processes and procedures

Requirements

Ability to take initiative and act independently with minimal supervision
Desire to work in fast-paced environment with changing priorities and multiple deadlines
Strong analytical, organizational, and coordination skills for effective project and client management
Detail-oriented with strong verbal and written communication skills for professional client interaction
Strong presentation skills for training delivery and stakeholder communication
Business standard English (written and spoken) required for professional healthcare industry communication
Excellent interpersonal skills for building and maintaining client relationships
Active listening skills for identifying client needs and solution opportunities
Professional communication style appropriate for healthcare facility environments
Good experience with MS Office suite, especially Outlook, Excel, and PowerPoint for comprehensive business support
Experience with SQL preferred for database management and data analysis
Ability to learn and utilize various enterprise software solutions and platforms
Understanding of data integrity principles and database management practices
Agile work style with ability to change as business requirements evolve in dynamic healthcare market
Flexibility to handle multiple client accounts and varying project requirements
Adaptability to work with diverse healthcare facility types and organizational structures
Problem-solving mindset for addressing complex client support challenges
Ability to travel occasionally to client sites, including out-of-town travel for on-site support and training
Flexibility to accommodate client scheduling needs for site visits and training sessions
Professional demeanor for representing JLL during client site visits and meetings

Nice To Haves

Experience in healthcare facility management or related industry
Background in enterprise software implementation and support
Understanding of healthcare industry regulations and compliance requirements
Experience with project management methodologies and tools
Previous account management or client success experience

Responsibilities

Provide first-line support and troubleshooting for enterprise solutions including comprehensive analysis of data
Perform data fixes within SQL databases as needed while ensuring data integrity and stability
Handle user management including new and renewal access requests while establishing proper access within specific solutions
Troubleshoot technical issues and provide solutions to maintain continuous system functionality for healthcare clients
Monitor system performance and identify opportunities for optimization and improvement
Act as Project Manager to implement enterprise solutions by collaborating with clients to identify specific needs, configuration data, and timeline
Coordinate project deliverables and timelines to ensure successful solution implementation within healthcare environments
Manage stakeholder communication and expectations throughout project lifecycle for optimal client satisfaction
Collaborate with internal teams to ensure seamless solution deployment and client onboarding
Act as Trainer to provide training upon completion of projects as well as on-demand for existing clients
Develop and deliver comprehensive training materials and sessions for healthcare facility staff
Utilize active listening to identify opportunities to expand client use of solutions and develop interest in solutions not yet implemented
Create documentation and support materials to enhance client understanding and system utilization
Act as Account Manager while proactively reaching out quarterly to assigned clients to touch base and help address/escalate issues
Follow through to resolution on all client concerns while maintaining strong client relationships
Share client feedback about solutions in effort to improve client experience and enhance solutions
Identify upselling and cross-selling opportunities to expand client engagement with available solutions
Communicate effectively within team and with other teams to ensure timely resolution of issues and positive client experience
Coordinate with healthcare facility stakeholders to understand specific operational needs and requirements
Facilitate communication between technical teams and clients for effective issue resolution
Maintain detailed documentation of client interactions and solution performance
Analyze client usage patterns and feedback to identify opportunities for solution enhancement
Contribute to product development initiatives based on healthcare market needs and client requirements
Monitor industry trends and best practices in healthcare facility management technology
Support continuous improvement initiatives for client support processes and procedures