Group Account Director

JLL•Charlotte, DC

3d•Remote

About The Position

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.

Requirements

Seasoned leader with 10+ years of Facility Management and Commercial Real Estate executive leadership experience, with demonstrated multi-client account management experience
Extensive 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 environments
Demonstrated management of complex portfolio budgets ($50M+ preferred) across multiple clients with proven financial stewardship and revenue growth achievement
Strong background in portfolio performance management including development of KPI frameworks, reporting systems, and executive dashboards across diverse client organizations
Experience identifying and implementing new product and service offerings that drive portfolio expansion and client value across different contractual arrangements
Demonstrated ability to manage internal stakeholder relationships across matrixed organizations and align cross-functional teams toward portfolio objectives
Proven risk management capabilities including identification, assessment, and mitigation of operational and financial risks across multi-client operations and varied contract types
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Strategic 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 portfolio
Financially astute – commercially oriented with strong financial acumen across complex multi-client P&Ls, diverse contract structures, and portfolio-level financial modeling
Results driven – takes corrective action quickly and decisively when portfolio performance falls short; highly collaborative with exceptional integrity
Commercially astute – quickly recognizes different levers to drive growth across the portfolio and increase productivity through standardization, technology enablement, and service innovation; adept at structuring deals across various commercial models
Transformational 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 growth
Operational expertise – comfortable and experienced with complex, large, heavily matrixed multi-client organizations
Contract versatility – skilled at managing performance and client expectations across diverse engagement models from project-based work to comprehensive outsourced operations

Responsibilities

Create 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 results
Drive 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 operations
Develop deep understanding of each client's data center strategy and infrastructure roadmap to position JLL as a strategic partner across the portfolio
Navigate and optimize performance across varied contract models including integrated facility management agreements, technical services contracts, project-based engagements, managed services, and hybrid arrangements
Participate in new business pursuits, representing the data center vertical and partnering with the solutions development team develop best in class solutions
Design and implement portfolio-wide performance tracking systems that provide real-time visibility into operational, financial, and client satisfaction metrics across all client accounts
Establish standardized KPIs and benchmarks across the portfolio while accounting for client-specific requirements, contract variations, and performance drivers unique to different engagement models
Generate regular portfolio performance reports and executive dashboards that synthesize data center operations, cost efficiency, service quality, and strategic initiatives across multiple clients
Leverage data analytics to identify trends, optimization opportunities, and areas requiring intervention across the diverse client portfolio
Compare performance across different contract models to identify best practices and inform future commercial structuring
Continuously 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 optimization
Lead cross-functional teams to pilot, implement, and scale new offerings across the portfolio while ensuring operational readiness
Identify cross-selling and upselling opportunities within existing client relationships, leveraging success stories from one account to drive expansion in others
Adapt service offerings to fit various contract structures, from transactional project work to comprehensive managed services arrangements
Maintain strong alignment with JLL Work Dynamics leadership, account leadership, and corporate functions to ensure portfolio strategy supports broader organizational goals
Coordinate effectively with JLL's engineering, project management, sustainability, technology, finance, and legal teams to deliver integrated solutions across the diverse client portfolio
Serve as a voice of the data center portfolio within JLL, communicating client needs, market dynamics, and resource requirements to senior leadership
Foster collaboration across internal business units to leverage JLL's full capabilities in support of portfolio objectives across different contract types
Ensure seamless escalation pathways and issue resolution processes between account teams, clients, and corporate support functions
Partner with commercial and legal teams to optimize contract structures, renewals, and amendments across the portfolio
Collaborate with delivery and operations teams to ensure consistent service excellence regardless of contractual arrangement
Proactively identify operational, financial, compliance, and reputational risks across the data center client portfolio and implement mitigation strategies
Monitor contract compliance across diverse engagement models, ensuring adherence to terms, SLAs, and performance obligations specific to each client agreement
Ensure business continuity planning, disaster recovery protocols, and crisis management procedures are established and tested for all client engagements
Implement quality assurance programs and audit mechanisms to maintain consistent service delivery and identify potential issues before they escalate
Build actionable and measurable career development plans for all direct reports across the portfolio
Foster a culture of knowledge sharing and operational excellence that elevates performance across the entire client portfolio
Develop talent with the versatility to serve across different clients and adapt to various contract structures and service delivery models
Present comprehensive annual account plans that include strategic objectives for each client, client satisfaction results, value-add activities, portfolio-wide expansion targets, and financial projections
Generate additional revenue through identification and execution of service expansion, scope enhancement, and organic growth opportunities across the client portfolio
Drive margin improvement through operational efficiencies, standardization of best practices, strategic resource deployment, and optimal contract structuring
Balance financial performance across different contract models, maximizing profitability in cost-plus arrangements while managing risk in fixed-price engagements