Head of Account Management (Remote)

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. 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. The Group Account Director is accountable for developing and implementing comprehensive portfolio strategies across multiple client accounts. This executive leader anticipates client needs across a diverse portfolio, delivers exceptional performance against key indicators within varied contract parameters, and builds financial plans that exceed revenue and profitability targets. The Group Account Director creates and manages high-performing teams that deliver operational excellence across all accounts, maintains robust internal stakeholder alignment, tracks and reports on portfolio-wide performance metrics, identifies expansion opportunities through product and service offerings, and proactively mitigates operational and financial risks. This role requires sophisticated coordination between client-facing operations and JLL's internal organization while navigating diverse contract models and client requirements.Primary ResponsibilitiesExceeding Client Expectations Across the PortfolioCreate and execute comprehensive account plans for each client within the enterprise data center portfolio, aligning objectives across different contract structures and driving high-quality, consistent resultsDrive portfolio growth by articulating JLL's value proposition and identifying expansion opportunities through existing and new product/service offerings tailored to each client's data center operationsDevelop deep understanding of each client's data center strategy and infrastructure roadmap to position JLL as a strategic partner across the portfolioNavigate and optimize performance across varied contract models including integrated facility management agreements, technical services contracts, project-based engagements, managed services, and hybrid arrangementsParticipate in new business pursuits, representing the data center vertical and partnering with the solutions development team develop best in class solutionsPortfolio Performance ManagementDesign and implement portfolio-wide performance tracking systems that provide real-time visibility into operational, financial, and client satisfaction metrics across all client accountsEstablish standardized KPIs and benchmarks across the portfolio while accounting for client-specific requirements, contract variations, and performance drivers unique to different engagement modelsGenerate regular portfolio performance reports and executive dashboards that synthesize data center operations, cost efficiency, service quality, and strategic initiatives across multiple clientsLeverage data analytics to identify trends, optimization opportunities, and areas requiring intervention across the diverse client portfolioCompare performance across different contract models to identify best practices and inform future commercial structuringProduct and Service ExpansionContinuously assess the data center services landscape to identify new product offerings that address evolving client needs across the portfolio (e.g., edge computing support, liquid cooling infrastructure)Build business cases for service expansion that demonstrate ROI and align with each client's objectives around uptime, efficiency, capacity, and cost optimizationLead cross-functional teams to pilot, implement, and scale new offerings across the portfolio while ensuring operational readinessIdentify cross-selling and upselling opportunities within existing client relationships, leveraging success stories from one account to drive expansion in othersAdapt service offerings to fit various contract structures, from transactional project work to comprehensive managed services arrangementsInternal Stakeholder ManagementMaintain strong alignment with JLL Work Dynamics leadership, account leadership, and corporate functions to ensure portfolio strategy supports broader organizational goalsCoordinate effectively with JLL's engineering, project management, sustainability, technology, finance, and legal teams to deliver integrated solutions across the diverse client portfolioServe as a voice of the data center portfolio within JLL, communicating client needs, market dynamics, and resource requirements to senior leadershipFoster collaboration across internal business units to leverage JLL's full capabilities in support of portfolio objectives across different contract typesEnsure seamless escalation pathways and issue resolution processes between account teams, clients, and corporate support functionsPartner with commercial and legal teams to optimize contract structures, renewals, and amendments across the portfolioCollaborate with delivery and operations teams to ensure consistent service excellence regardless of contractual arrangementRisk Identification and MitigationProactively identify operational, financial, compliance, and reputational risks across the data center client portfolio and implement mitigation strategiesMonitor contract compliance across diverse engagement models, ensuring adherence to terms, SLAs, and performance obligations specific to each client agreementEnsure business continuity planning, disaster recovery protocols, and crisis management procedures are established and tested for all client engagementsImplement quality assurance programs and audit mechanisms to maintain consistent service delivery and identify potential issues before they escalateBuilding High Performance TeamsBuild actionable and measurable career development plans for all direct reports across the portfolioFoster a culture of knowledge sharing and operational excellence that elevates performance across the entire client portfolioDevelop talent with the versatility to serve across different clients and adapt to various contract structures and service delivery modelsAchieving Financial Results and Contributing to Firm's Revenue GrowthPresent comprehensive annual account plans that include strategic objectives for each client, client satisfaction results, value-add activities, portfolio-wide expansion targets, and financial projectionsGenerate additional revenue through identification and execution of service expansion, scope enhancement, and organic growth opportunities across the client portfolioDrive margin improvement through operational efficiencies, standardization of best practices, strategic resource deployment, and optimal contract structuringBalance financial performance across different contract models, maximizing profitability in cost-plus arrangements while managing risk in fixed-price engagementsAttributesStrategic portfolio mindset - sees the big picture across multiple client relationships and the future direction of data center operations, translating insights into achievable growth opportunities across the portfolioFinancially astute - commercially oriented with strong financial acumen across complex multi-client P&Ls, diverse contract structures, and portfolio-level financial modelingResults driven - takes corrective action quickly and decisively when portfolio performance falls short; adept at structuring deals across various commercial modelsTransformational portfolio leader - leads change with energy and resilience across multiple client organizations; can make complex decisions affecting the entire portfolio and take calculated risks; adjusts leadership style for different clients and phases of relationship growthOperational expertise - comfortable and experienced with complex, large, heavily matrixed multi-client organizationsContract versatility - skilled at managing performance and client expectations across diverse engagement models from project-based work to comprehensive outsourced operationsRequirementsSeasoned leader with 10+ years of Facility Management and Commercial Real Estate executive leadership experience, with demonstrated multi-client account management experienceExtensive experience managing multiple client relationships simultaneously, including accounts with different contract structures (e.g., IFM agreements, technical services, project delivery, managed services, time-and-materials, fixed-price, cost-plus, and hybrid models)Track record of hiring, training, and retaining large teams (100+) of specialized talent serving multiple clients in complex service environmentsDemonstrated management of complex portfolio budgets ($50M+ preferred) across multiple clients with proven financial stewardship and revenue growth achievementStrong background in portfolio performance management including development of KPI frameworks, reporting systems, and executive dashboards across diverse client organizationsExperience identifying and implementing new product and service offerings that drive portfolio expansion and client value across different contractual arrangementsDemonstrated ability to manage internal stakeholder relationships across matrixed organizations and align cross-functional teams toward portfolio objectivesProven risk management capabilities including identification, assessment, and mitigation of operational and financial risks across multi-client operations and varied contract typesThis position does not provide visa sponsorship. Location:Remote -Atlanta, GA, Boston, MA, Charlotte, NC, Dallas, TX, Denver, CO, Los Angeles, CA, New York, NY, San Francisco, CA, Washington, DCIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. Personalized benefits that support personal well-being and growth: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. 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