Client Support Coordinator

What this job involves

As a Client Support Coordinator for our Enterprise Solutions team with ATG, you will play a pivotal role in ensuring our Healthcare Facility clients achieve success with the complex enterprise solutions deployed on our platform. This position offers an exciting opportunity to make a significant contribution to JLL's ongoing success in the Healthcare market by providing comprehensive support, training, and account management.

This position offers an exciting opportunity to make a significant contribution to JLL's ongoing success in the Healthcare market by providing comprehensive support, training, and account management. You will serve as a trusted partner to clients, helping them maximize the value of their technology investments while contributing to JLL's commitment to excellence in client service.

What your day-to-day will look like

• Provide first-line support and troubleshooting for more than 10 complex enterprise solutions, including thorough analysis of data to resolve client issues effectively.
• Perform data fixes within SQL databases as needed, ensuring data integrity, stability, and optimal system performance.
• Handle comprehensive user management, including processing new and renewal access requests and establishing proper access levels within specific solutions.
• Act as Project Manager to implement enterprise solutions by collaborating with clients to identify specific needs, configuration requirements, and project timelines.
• Serve as Trainer to provide training sessions upon project completion as well as on-demand training for existing clients to enhance their solution utilization.
• Proactively reach out quarterly to assigned clients as their Account Manager to touch base, address issues, escalate concerns when necessary, and follow through to resolution.
• Utilize active listening skills to identify opportunities to expand client use of existing solutions and develop interest in solutions not yet implemented.
• Communicate effectively within the team and with cross-functional teams to ensure timely resolution of issues and deliver a positive client experience.
• Share client feedback about solutions to support continuous improvement of the client experience and enhancement of solution capabilities.

Required Qualifications

• Ability to take initiative and act independently with minimal supervision in a client-facing environment.
• Strong analytical, organizational, and coordination skills to manage multiple priorities effectively.
• Detail-oriented approach with strong verbal and written communication skills.
• Business standard English proficiency (written and spoken).
• Proficiency with MS Office suite, especially Outlook, Excel, and PowerPoint.
• Strong presentation skills for client training and demonstration sessions.
• Agile work style with the ability to adapt as business requirements evolve.

Preferred Qualifications

• Experience with SQL database management and data analysis.
• Previous experience in a client support, account management, or project coordination role.
• Background working in the Healthcare industry or supporting Healthcare facilities.
• Experience with enterprise software solutions and technology platforms.
• Demonstrated ability to work effectively in a fast-paced environment with competing priorities.
• Willingness and ability to travel occasionally to client sites, including out-of-town travel.