Director, Customer Success, Workplace Management Technology

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🔥 0 minutes ago

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $130k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 401(k) plan with matching company contributions • Comprehensive Medical, Dental & Vision Care • Paid Time Off and Company Holidays • Paid parental leave at 100% of salary • Early access to earned wages through Daily Pay