Lead Product Specialist
2 weeks ago
JLL supports the Whole You, personally and professionally.
**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
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 preferred
Salesforce Certified Administrator Certification preferred
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
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.
About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business amb
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