Client Success Associate

Client Success Associate - Mid-Market Institutional CRE Investors

JLL empowers you to shape a brighter way. 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.

We are looking for an exceptional Client Success Associate to join JLL's Debt Management System (DMS) team. In this client-facing role, you will build and nurture strong partnerships with mid-market institutional commercial real estate investors, championing their success and maximizing their value from our DMS platform. You'll also play a key role in supporting our Client Success Manager with strategic enterprise accounts, directly contributing to outstanding client experiences and the growth of our platform.

Key Responsibilities

Relationship Management

• Develop comprehensive knowledge of each mid-market client's business model, portfolio structure, and strategic objectives using our client profile template
• Conduct bi-annual strategic reviews to align our services with evolving client goals
• Manage client relationships through regular check-ins based on client-specific cadence
• Serve as the primary point of contact for assigned mid-market accounts

Client Onboarding & Training

• Facilitate personalized onboarding with the Implementation team
• Conduct weekly check-ins during onboarding and bi-monthly or monthly check-ins thereafter
• Deliver customized training sessions for different departments within client organizations
• Ensure clients have access to our Internal Knowledge Base

Proactive Support

• Monitor system health checks and performance reports
• Analyze monthly usage analytics to identify optimization opportunities
• Coordinate with the Product Support team for technical issue resolution
• Maintain transparent communication around challenges before they impact deliverables

Performance Tracking & Reporting

• Track and improve key client KPIs including System Adoption Rate, Feature Utilization Depth, and Time-to-Value
• Prepare quarterly business reviews showcasing system usage analysis and value delivery
• Identify and document portfolio optimization opportunities through system analytics
• Contribute to improving Client Retention Rate and Net Promoter Score metrics

Qualifications

Bachelor's degree in Business, Finance, Real Estate or related field

2-4 years of client success, account management, or customer support experience

Understanding of commercial real estate industry and debt instruments preferred

Strong communication skills with emphasis on relationship building

Experience with CRM platforms and project management tools

Ability to balance multiple client relationships simultaneously

Proven problem-solving abilities and attention to detail

Estimated compensation for this position: $72,000.00 - $72,000.00 USD per year. This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location: On-site - Charlotte, NC, Chicago, IL, Los Angeles, CA, Seattle, WA

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 re