Director, Customer Success Workplace Management Technology

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. About JLLJLL (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.About Corrigo EnterpriseCorrigo 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.Role overviewThe 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.Essential functionsRelationship managementServe as the primary trusted advisor and Center of Excellence lead across all three WPM regionsManage stakeholder expectations and personalities across a complex, multi-tiered client org spanning IFM leadership, technology, and operationsMaintain deep fluency in WPM’s contract structures, variances, and downstream WD client billing modelsConduct regular Strategic Business Reviews to validate platform health, adoption, and ROI realizationEngage regularly with Director, VP, and C-suite stakeholders across WPM and its WD client baseBuild relationships deep enough to surface risk before it becomes an escalation—read organizational shifts, leadership changes, and sentiment drift across WPM’s regional teamsCalibrate communication style and cadence by audience—operational detail for administrators, business impact for Directors and VPs, strategic framing for C-suiteCorrigo platform expertiseMaintain 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 EngineeringTranslate platform capability and roadmap into WPM-specific adoption and ROI recommendations, grounded in how WPM’s IFM operations actually use the systemDiagnose 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 timeStay current on new Corrigo releases, AI agent capabilities, and CorrigoPro/CPN changes; proactively flag which are relevant to WPM before WPM asksResource coordination & cross-functional enablementCoordinate internal resources across OSC, IES, Engineering, Identity Management, Uptime, and Deployment teams to fulfill WPM’s Corrigo platform SLAsUnderstand and communicate fee-at-risk obligations tied to WD contract technology response time and uptime requirementsServe as mediator between Platform, Tech Advisory, and Tech Enablement teams on behalf of WPMContinuously reinforce WPM’s commercial weight and operational priority within internal support queuesEducation & adoptionChampion standardized training resources through JLLT University; discourage regionalized, ad hoc training buildsGuide WPM’s regionalized Corrigo administrators toward platform best practices and self-sufficiencyDevelop and deliver enablement content for both WPM operations leads and their downstream WD client teamsIssue resolution & risk managementTrack resolution times, impact, and contractual obligations for escalations across WPM’s top accountsMaintain ongoing risk assessments; quantify and communicate fee-at-risk exposure to internal leadershipEscalate proactively and manage resolution timelines across multi-team dependenciesAdvisory & strategic influenceOperate as a shareholder-minded advocate—think in terms of long-term platform value, not reactive account managementIdentify and communicate growth constraints imposed by internal resource limitations; escalate to leadership with proposed solutionsAlign WPM’s incentive structures with JLLT’s commercial objectives; find commonality across competing internal incentive programsPush back on Sales and Implementation teams for any deployment scope scoped under 90 daysSalesforce & commercial executionOwn opportunity creation, management, and closure in Salesforce for all WPM expansion and renewal activityEngage the Solutions Desk for level-of-effort scoping; drive SOW execution from initiation to closureCommunicate clearly and consistently with WPM stakeholders throughout commercial cyclesKey CompetenciesCompetencyRelationship managementBuilds trust across multiple levels; navigates complex organizational dynamics; resolves conflict; serves as a credible trusted advisorStrategic thinkingUnderstands WPM’s business model and IFM incentive structure; anticipates client needs; aligns JLLT solutions to long-term WPM objectivesBusiness acumenQuantifies commercial impact; communicates fee-at-risk with clarity; understands WPM platform economics and downstream billing structuresExecution excellenceMeets commitments; manages escalations with discipline; monitors SLA compliance and proactively addresses exposureCross-functional influenceCoordinates Engineering, OSC, IES, Identity Management, and Deployment; drives accountability without direct authorityAdvocacy & prioritizationChampions WPM’s commercial weight internally; pushes back constructively on Sales and Implementation when neededWhat you’ll navigateRole requires ongoing advocacy and escalation managementRequires disciplined triage, clear prioritization, and strong internal relationshipsDiagnose root cause, not just manage symptomsMultiple internal teams engage WPM’s top accounts with different incentive programs—this role coordinates and rationalizes those touchpointsTriage every incoming escalation against severity, contractual fee-at-risk exposure, and account strategic weight—not order of arrivalHold 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 noAbsorb pressure from multiple directions without letting any single stakeholder group’s urgency distort the actual priority orderWhat success looks likeWPM leadership treats this role as the first call for anything Corrigo-related, before it becomes an escalationInternal teams treat WPM escalations as credible and pre-qualified, because this role has already done the diagnostic workWPM regards JLLT as a strategic technology partner rather than a vendor to be managedPlatform risk and fee-at-risk exposure are visible to leadership well before they materialize, not discovered after the factWPM’s adoption and ROI story is one this role can tell confidently, with evidence, in front of WPM’s own C-suiteExpansion and renewal conversations start from a position of proven value, not damage controlRequired knowledge, skills & experience5+ years in Customer Success, Account Management, or Client Services within enterprise SaaS environmentsDemonstrated experience managing large, complex, multi-regional client relationships with significant commercial exposureStrong command of contract structures, SLA management, and fee-at-risk frameworksProven ability to coordinate cross-functional internal teams (engineering, identity management, support, deployment) toward client outcomesProficiency in Salesforce CRM: opportunity management, SOW coordination, pipeline reportingExperience with SaaS platform onboarding, upgrades, and integration workflowsSuperior written and verbal communication skills; adept at translating technical and commercial complexity for C-suite and operations audiences alikeFacilities 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 differentiatorProficient in MS Office (Excel, PowerPoint, Word)EducationBachelor’s degree required, preferably in Business, Management, or a related field. MBA highly desired.Working environmentHybrid work model; office presence expected for key client engagements and internal alignment meetingsDomestic travel up to 10%What you can expect from usWe 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 contributionsComprehensive Medical, Dental & Vision CarePaid Time Off and Company HolidaysThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Estimated compensation for this position:130,000.00 – 180,000.00 USD per yearThis 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:Remote –Atlanta, GA, Chicago, IL, Dallas, TXIf 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 contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salary Paid Time Off and Company HolidaysEarly access to earned wages through Daily PayAt 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're pursuing.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. 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If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Accepting applications on an ongoing basis until candidate identified.SummaryLocation: Dallas, TX; Chicago, IL; Atlanta, GAType: Full time