Director, Customer Success Workplace Management Technology

JLL•Dallas, TX

4d•Hybrid

About The Position

The Director, Customer Success Workplace Management Technology is 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. 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, Asset Management, Vendor & Provider Management, Data & Analytics, and AI & Emerging Technology.

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
Proficient in MS Office (Excel, PowerPoint, Word)
Bachelor’s degree required, preferably in Business, Management, or a related field.

Nice To Haves

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
MBA highly desired.

Responsibilities

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