Senior Product Specialist

Job not on LinkedIn

🕒 Yesterday

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $93k - $125k / year

⏰ Full Time

🟠 Senior

🪄 Product Specialist

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

We provide commercial real estate services for corporations and investors across the globe that save money, increase productivity and improve sustainability.

📋 Description

• Product support & escalation management • Primary point of contact for user-facing support escalations; provide a single, seamless resolution touchpoint across supported product(s) • Turning processes into action, accelerating issue resolution, closure, and feedback loops between technology partners to resolve issues quickly and bring consistency to the user experience • Understands and monitors integration touchpoints, partners with engineering and product to resolve issues • Responsible for defect reproduction and partners with engineering to resolve and conduct root cause analysis • Lead UAT testing from a user experience perspective ahead of releases to minimize post-launch case spikes • Own launch and rollout execution for supported products, including hypercare and stabilization to accelerate time-to-value • Manage multiple concurrent enablement initiatives, maintaining clear prioritization and communication across product, engineering, and platform partners • Lead onboarding and engagement programs for Leasing users and platform partners • Develop and maintain training materials, onboarding guides, knowledge bases, and AI support agent content to drive self-service success and a consistent user experience • Run user engagement and feedback initiatives to accelerate adoption and surface product improvement opportunities • Apply change management principles to technology rollouts, addressing user resistance, building stakeholder buy-in, and ensuring sustainable adoption beyond launch • Guide and support P1–P2 team members on product knowledge, support workflows, and enablement best practices • Actively use Leasing’s proprietary and AI tools across the product lifecycle to optimize workflows, drive strategies, and improve execution • Track and report on adoption metrics (Active users, CSAT, engagement scores, case trends) • Maintain data best practices to ensure accuracy and integrity within supported products

🎯 Requirements

• 5+ years of combined experience in product support, PropTech/SaaS enablement, or commercial real estate • Experience with agentic AI systems, including configuring, prompting, or managing AI support agents and knowledge-base-driven automation • Proficiency with data and analytics tools: Pendo, Service Cloud, Datadog, or equivalent • Advanced knowledge of Microsoft Suite and experience with service and project management platforms: Salesforce Service Cloud, Azure DevOps, Jira, or ServiceNow • Familiarity with commercial real estate transaction processes, particularly Leasing (Tenant Rep and/or Agency)

🏖️ Benefits

• 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 • Early access to earned wages through Daily Pay