Prologis, Inc. is the global leader in logistics real estate. In partnership with our customers and our communities, we develop modern, high-quality properties that set the standard for innovative building design and sustainability. Prologis owns or has investments in properties and development projects of 1.2 billion square feet in 19 countries and enables 2.8% of the world's GDP. We have committed to achieve net zero emissions by 2040. Beyond real estate, our Essentials platform optimizes the company's global asset portfolio to provide our customers solutions that address today's warehouse and shipping challenges. Prologis Ventures invests in logistics innovation and technology companies to modernize supply chains worldwide.

Job Title: Program Manager - Property Technologies

Company:

Prologis

A day in the life

We are looking for someone who is excited to participate in the deployments and interface with our internal and external customers for global Prologis property technologies. As a Property Technology Program Manager, you will be part of a global cross functional team creating, deploying, and supporting real time technology solutions for of our global portfolio of buildings. Our Prologis Property Technology solutions allow us to better manage our properties and provide data, improved decision making, refined processes and other opportunities to improve the efficiency and usefulness of our buildings for our customers. This role operates within the IT Property Technologies team, which supports the global technology footprint in Prologis properties. The ideal candidate must be creative and very collaborative, working with global colleagues, partners, and customers across multiple time zones and driven my learning new skills and technologies. As a Property Technology Program Manage r, you'll play a key role in advancing new technology services for Prologis internal stakeholders and Prologis customers. You will be managing a global team and be involved in a variety of modern technologies such as IOT, Digital Twins and building automation. This role requires you to be excited about learning new skills and the ability to autonomously manage a distributed team of outsourced Customer Success Engineers.

Key responsibilities include:

• Manage and nurture client relationships to ensure value is delivered, promote product adoption, retention, and satisfaction.
• Own the coordination and communication with customers and partners during planning, deployment, and installation of PropTech products and services globally. This entails working with both customers and third-party installers to coordinate all technical and logistical information needed for a successful installation.
• Develop strategies and processes to streamline customer onboarding, product deployments, training, and ongoing health checks and support.
• Act as a liaison between the customer and the product and platform teams, translating customer needs and opportunities into product capabilities.
• Regularly evaluate customer feedback, escalating issues when necessary, and driving resolution to ensure a seamless customer experience.
• Conduct regular check-in calls and reviews with customers to assess their ongoing needs and usage. Create and publish regular customer-product newsletters, videos, or similar materials.
• Participate in new pilot projects from concept to deployment and manage the customer experience from prototype to production.
• Create and help manage a globally distributed team of Customer Success Engineer resources needed to educate and support customers and deployment partners about our products and services. These resources are primarily outsourced and may involve matrix/resource managers.
• Monitoring effectiveness and performance of our products and platforms and management of issue escalation and resolution processes.
• Lead troubleshooting and issue resolution with service pa tners and internal teams as needed to quickly resolve customer and internal solution issues.
• Manage relationships, communication and coordination with strategic service and technology partners including our field deployment engineering team and the core product and platform teams.
• Develop and implement standards and operating procedures around the communications, deployment and support of our products and services.
• Define, document, and manage effective team goals, OKR's and KPIs.
• Participate in customer billing communications, inquiry, and resolution processes. Support annual, quarterly, and monthly budgeting processes.

Building blocks for success

Required:

• 3+ years of experience in a business, real estate, or information technology field.
• Proven experience in a customer success, account management, or similar customer-facing role in a real estate or property tech company.
• Experience with facility maintenance systems, CRM systems, and real estate management systems.
• Ability to interact with technology teams via agile software development processes and tools such as Jira.
• Ability to travel globally as company health and safety guidelines permit. Normal travel expectations are up to 30%.

Preferred:

• Bachelor of Arts or Science degree, or equivalent relevant experience preferred.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers.
• Experience with IOT or similar technology deployments.