Director, Customer Success Workplace Management Technology

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JLL (Jones Lang LaSalle) is a leading professional services firm specializing in real estate and investment management. With operations in over 80 countries and revenues exceeding $20 billion, JLL combines global scale with deep local expertise to shape the future of real estate for a better world.

Workplace Management Technologies (WPMT) is JLL's portfolio of enterprise software applications that power the Workplace Management Organization - delivering technology solutions for occupiers, facilities managers, and service providers at scale.

Corrigo Enterprise is JLL's flagship cloud-based Computerized Maintenance Management System (CMMS) - and the operational backbone for facilities management at scale. Deployed across 1.1 million facilities in over 140 countries, Corrigo Enterprise processes 18.5 million work orders annually, representing more than $8 billion in transactional spend. Users span retail, healthcare, corporate real estate, hospitality, industrial, and public sector portfolios, it is widely recognized as the world's most powerful and proven CMMS platform.

Corrigo Enterprise serves facility managers and enterprise occupiers - the demand side of the facilities ecosystem. Core capabilities include:

• Work Order Management: Automated creation, assignment, escalation, and SLA enforcement - saving an estimated 2.5 hours per work order through intelligent automation.
• Asset Management: Full lifecycle tracking with repair vs. replace intelligence, warranty management, and predictive maintenance powered by Corrigo Asset Insights.
• Vendor & Provider Management: Coordination of 35,000+ credentialed service professionals across 130+ trades, with performance tracking and accountability tools.
• Data & Analytics: Real-time dashboards and predictive analytics that surface cost savings, operational patterns, and risk signals across the entire facilities portfolio.
• AI & Emerging Technology: An active and expanding frontier - with JLL's broader AI strategy (including JLL Falcon and JLL GPT) creating clear runway for embedding generative AI, autonomous agents, and predictive intelligence directly into Corrigo Enterprise workflows.

The Director, Customer Success Workplace Management Technologyis a senior individual contributor responsible for the end-to-end success of JLLT's largest and most operationally complex client relationship: JLL WPM (Workplace Management), which manages the Corrigo platform across IFM operations for its global client base.

This role owns the relationship across three regions (Americas, APAC, EMEA), serves as the internal advocate for WPM's priority and value, and drives alignment between WPM's IFM operations and JLLT's product, engineering, and support teams.

• Serve as the primary trusted advisor and Center of Excellence lead across all three WPM regions

• Manage stakeholder expectations and personalities across a complex, multi-tiered client org spanning IFM leadership, technology, and operations

• Maintain deep fluency in WPM's contract structures, variances, and downstream WD client billing models

• Conduct regular Strategic Business Reviews to validate platform health, adoption, and ROI realization

• Engage regularly with Director, VP, and C-suite stakeholders across WPM and its WD client base

• Build relationships deep enough to surface risk before it becomes an escalation-read organizational shifts, leadership changes, and sentiment drift across WPM's regional teams

• Calibrate communication style and cadence by audience-operational detail for administrators, business impact for Directors and VPs, strategic framing for C-suite

• Maintain expert-level command of the Corrigo Enterprise platform-workflow configuration, work order lifecycle, asset and vendor management, integrations, and the CorrigoPro/CPN network-sufficient to advise WPM without routing every question to Product or Engineering

• Translate platform capability and roadmap into WPM-specific adoption and ROI recommendations, grounded in how WPM's IFM operations actually use the system

• Diagnose whether an issue is a platform defect, a configuration gap, or a training gap before escalating-credibility with WPM depends on getting this triage right the first time

• Stay current on new Corrigo releases, AI agent capabilities, and CorrigoPro/CPN changes; proactively flag which are relevant to WPM before WPM asks

• Coordinate internal resources across OSC, IES, Engineering, Identity Management, Uptime, and Deployment teams to fulfill WPM's Corrigo platform SLAs

• Understand and communicate fee-at-risk obligations tied to WD contract technology response time and uptime requirements

• Serve as mediator between Platform, Tech Advisory, and Tech Enablement teams on behalf of WPM

• Continuously reinforce WPM's commercial weight and operational priority within internal support queues

• Champion standardized training resources through JLLT University; discourage regionalized, ad hoc training builds

• Guide WPM's regionalized Corrigo administrators toward platform best practices and self-sufficiency

• Develop and deliver enablement content for both WPM operations leads and their downstream WD client teams

• Track resolution times, impact, and contractual obligations for escalations across WPM's top accounts

• Maintain ongoing risk assessments; quantify and communicate fee-at-risk exposure to internal leadership

• Escalate proactively and manage resolution timelines across multi-team dependencies

• Operate as a shareholder-minded advocate-think in terms of long-term platform value, not reactive account management

• Identify and communicate growth constraints imposed by internal resource limitations; escalate to leadership with proposed solutions

• Align WPM's incentive structures with JLLT's commercial objectives; find commonality across competing internal incentive programs

• Push back on Sales and Implementation teams for any deployment scope scoped under 90 days

• Own opportunity creation, management, and closure in Salesforce for all WPM expansion and renewal activity

• Engage the Solutions Desk for level-of-effort scoping; drive SOW execution from initiation to closure

• Communicate clearly and consistently with WPM stakeholders throughout commercial cycles

Relationship management

Builds trust across multiple levels; navigates complex organizational dynamics; resolves conflict; serves as a credible trusted advisor

Strategic thinking

Understands WPM's business model and IFM incentive structure; anticipates client needs; aligns JLLT solutions to long-term WPM objectives

Business acumen

Quantifies commercial impact; communicates fee-at-risk with clarity; understands WPM platform economics and downstream billing structures

Execution excellence

Meets commitments; manages escalations with discipline; monitors SLA compliance and proactively addresses exposure

Cross-functional influence

Coordinates Engineering, OSC, IES, Identity Management, and Deployment; drives accountability without direct authority

Advocacy & prioritization

Champions WPM's commercial weight internally; pushes back constructively on Sales and Implementation when needed

• Role requires ongoing advocacy and escalation management

• Requires disciplined triage, clear prioritization, and strong internal relationships

• Diagnose root cause, not just manage symptoms

• Multiple internal teams engage WPM's top accounts with different incentive programs-this role coordinates and rationalizes those touchpoints

• Triage every incoming escalation against severity, contractual fee-at-risk exposure, and account strategic weight-not order of arrival

• Hold multiple stakeholder groups in view simultaneously-WPM leadership, WD end clients, and internal JLLT teams-each with different urgency thresholds and definitions of "resolved"

• Sequence competing priorities under pressure-knowing when to escalate immediately, when to hold for the next SBR, and when to say no

• Absorb pressure from multiple directions without letting any single stakeholder group's urgency distort the actual priority order

• WPM leadership treats this role as the first call for anything Corrigo-related, before it becomes an escalation

• Internal teams treat WPM escalations as credible and pre-qualified, because this role has already done the diagnostic work

• WPM regards JLLT as a strategic technology partner rather than a vendor to be managed

• Platform risk and fee-at-risk exposure are visible to leadership well before they materialize, not discovered after the fact

• WPM's adoption and ROI story is one this role can tell confidently, with evidence, in front of WPM's own C-suite

• Expansion and renewal conversations start from a position of proven value, not damage control

• 5+ years in Customer Success, Account Management, or Client Services within enterprise SaaS environments

• Demonstrated experience managing large, complex, multi-regional client relationships with significant commercial exposure

• Strong command of contract structures, SLA management, and fee-at-risk frameworks

• Proven ability to coordinate cross-functional internal teams (engineering, identity management, support, deployment) toward client outcomes

• Proficiency in Salesforce CRM: opportunity management, SOW coordination, pipeline reporting

• Experience with SaaS platform onboarding, upgrades, and integration workflows

• Superior written and verbal communication skills; adept at translating technical and commercial complexity for C-suite and operations audiences alike

• Facilities management, CMMS (primarily Corrigo), or IFM technology background strongly preferred; hands-on Corrigo Enterprise experience (workflow configuration, work order management, CorrigoPro/CPN) is a strong differentiator

• Proficient in MS Office (Excel, PowerPoint, Word)

Bachelor's degree required, preferably in Business, Management, or a related field. MBA highly desired.

• Hybrid work model; office presence expected for key client engagements and internal alignment meetings

• Domestic travel up to 10%

We succeed together and believe the best inspires the best, so we invest in supporting each other, learning together, and celebrating our success. Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being, and providing competitive benefits and pay.

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid Time Off and Company Holidays

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

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:

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 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. Some of these benefits may include:

• 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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

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