Director, Customer Success, Workplace Management Technology

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

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

• Oversee stakeholder expectations and navigate diverse personalities within a complex, multi-tiered client organization that includes IFM leadership, technology, and operations.

• Maintain an in-depth understanding of WPM’s contract frameworks, variations, and downstream WD client billing models.

• Conduct regular Strategic Business Reviews to assess platform health, adoption, and ROI outcomes.

• Interact frequently with Director, VP, and C-suite stakeholders within WPM and its WD client network.

• Cultivate relationships deep enough to identify risks before they escalate—recognizing organizational changes, leadership transitions, and shifts in sentiment across WPM’s regional teams.

• Adjust communication style and frequency based on the audience—providing operational details for administrators, business impacts for Directors and VPs, and strategic insights for C-suite executives.

• Maintain expert-level knowledge of the Corrigo Enterprise platform—covering workflow configuration, work order lifecycle, asset and vendor management, integrations, and the CorrigoPro/CPN network—enabling effective advice to WPM without deferring questions to Product or Engineering.

• Translate platform capabilities and roadmap into tailored WPM adoption and ROI recommendations, based on actual usage of the system in WPM’s IFM operations.

• Assess whether an issue is a platform defect, a configuration shortcoming, or a training need prior to escalation—credibility with WPM hinges on accurate initial triage.

• Stay updated on new Corrigo releases, AI agent functionalities, and CorrigoPro/CPN adjustments; proactively identify relevant updates for WPM before inquiries arise.

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

• Comprehend and articulate fee-at-risk obligations linked to WD contract technology response times and uptime requirements.

• Act as a mediator between Platform, Tech Advisory, and Tech Enablement teams for the benefit of WPM.

• Continuously emphasize WPM’s commercial significance and operational priority within internal support queues.

• Advocate for standardized training resources through JLLT University, discouraging region-specific, ad hoc training initiatives.

• Guide regional Corrigo administrators at WPM towards platform best practices and self-sufficiency.

• Create and deliver enablement materials for both WPM operations leaders and their respective downstream WD client teams.

• Monitor resolution times, impacts, and contractual obligations for escalations across WPM’s major accounts.

• Conduct ongoing risk evaluations; quantify and relay fee-at-risk exposure to internal leadership.

• Proactively escalate and manage resolution timelines across multi-team dependencies.

• Function as a stakeholder-oriented advocate—focus on long-term platform value rather than reactive account management.

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

• Align WPM’s incentive structures with JLLT’s commercial objectives; seek common ground across competing internal incentive programs.

• Challenge Sales and Implementation teams on any deployment scope estimated under 90 days.

• Manage opportunity creation, oversight, and closure in Salesforce for all WPM expansion and renewal efforts.

• Collaborate with the Solutions Desk for level-of-effort scoping; oversee SOW execution from initiation to closure.

• Maintain clear and consistent communication with WPM stakeholders throughout commercial cycles.

⛳️ Requirements

• A minimum of 5 years’ experience in Customer Success, Account Management, or Client Services in enterprise SaaS environments.

• Proven track record in managing large, complex, multi-regional client relationships with substantial commercial exposure.

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

• Demonstrated ability to coordinate cross-functional internal teams (engineering, identity management, support, deployment) to achieve client outcomes.

• Expertise in Salesforce CRM: opportunity management, SOW coordination, and pipeline reporting.

• Experience with SaaS platform onboarding, updates, and integration workflows.

• Exceptional written and verbal communication skills; skilled at simplifying technical and commercial complexities for C-suite and operations audiences alike.

• A background in facilities management, CMMS (especially Corrigo), or IFM technology is strongly preferred; hands-on experience with Corrigo Enterprise (workflow configuration, work order management, CorrigoPro/CPN) is a significant advantage.

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

🏝️ Benefits

• 401(k) plan with company matching 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.