Account Director

The Account Director is accountable for developing and implementing an account plan which will delight our client and ensure a healthy long-term relationship with Public Sector Client. The Account Director anticipates client needs and delivers against established goals and key performance indicators. Build financial plans that demonstrate a clear path to growth of the business, exceeding revenue and profitability targets. The Account Director creates and manages high-performing teams to deliver operational excellence in facility management services while keeping employees engaged and thriving, and in conjunction with the WPM leadership team, understands the Firm's strategy and goals and translates those into business opportunities and successes.

Primary Responsibilities

Delivery of Client Satisfaction

• Establish the vision and strategy for the Account. Ensure understanding of and alignment with Client objectives and their real estate portfolio goals

• Drive the account plan to deliver high-quality facility management services across multiple (currently 27) managed properties totaling over 4.7 million square feet of space

• Recognize opportunities for account growth via adding properties to the managed portfolio by demonstrating the value of JLL's service delivery

• Identify internal JLL SME's that can bring new ideas, innovations, technologies and services to the State's attention for potential expansion and organic growth

• Become a reference for best-in-class service delivery that can be leveraged to expand JLL's business with other state and municipal clients

• Recognize opportunities for account growth within leasing services and real estate advisory services, then articulate the value proposition and ensure implementation

• Direct the facility management team and coordinate with leasing and advisory services liaisons to ensure exceptional results exceed key performance indicators

• Proactively solicit and respond to feedback from the Client's Contract Manager, FM Liaison, Leasing Liaison, and Advisory Services Liaison

• Establish and maintain effective relationships with Client stakeholders and gain their trust and respect

• Provide clear, concise and proactive communication to the Client; exposing risks to mitigate Client impact, address emergencies and other facility management related activities and highlight JLL's performance against the Contract

Builds and Manages High Performing Teams

• Foster close collaboration across facility supervisors at each managed property to ensure continuity in service delivery, compliance with all contract requirements and attainment of established goals

• Ensure qualified candidates are hired for all facility management roles

• Mentor and foster growth of emerging talent, seek opportunities to rotate in/out high-value talent

• Thoroughly assess and communicate about performance to direct reports and facility supervisors at managed properties. Address under-performance swiftly and directly

• Ensure each team member has actionable and measurable career development and succession plans

• Provide point-in-time coaching to elevate performance and ensure "first class" service delivery standards

Achieve Financial Results

• Develop and manage the Account's P&L. Target and achieve year-over-year growth

• Establish and adhere to recurring financial forecasting exercises, including annual facility budgets for each managed property. Target forecasts within 5% accuracy +/- through the year

• Maintain positive partnership with Finance team to ensure detailed understanding of account financial status

• Retain facility management business and expand through portfolio expansion, leasing services and real estate advisory opportunities

• Mitigate risk by ensuring full compliance with Client procurement and Contract requirements and maintaining A/R below 90 days

Contribute to Growth of Business

• Leverage leading practices developed on account and across JLL's public sector portfolio to demonstrate best in class service delivery and maintain trusted advisor status with the Client

• Identify opportunities across a professional network to grow government and institutional business; participate in Industry events with and without the Client, i.e. NASFA

• Develop and maintain annual Account Plan in GAME/Momentum

Job Requirements

Education

• Bachelor's degree plus broad range of business experience in facility management or real estate services

Knowledge & Skills

• Knowledgeable in Microsoft Office suite

• Experience with CMMS

• Proven leadership capability

• Entrepreneurial mindset

Client Focus

• Solid understanding of public sector facility management services and government procurement processes

• Experience managing large, multi-site facility management contracts

• Proactively solicit and respond to feedback from multiple stakeholder liaisons

Results Driven

• Ability to execute vision and strategy across facility management, leasing, and advisory services

• Measure relevant data (financial, operational, performance) and use appropriately to adjust services

• Take corrective action when performance falls short of contract expectations

• Ensure a clear understanding by self and by the team of the performance goals of the business. Ensure these are met

Solutions Oriented

• Use rigor and logic to solve complex facility management challenges across diverse property types

• Identify issues before they become problems affecting state operations

• Realize operating leverage through process improvement and capacity optimization

Government/Public Sector Knowledgeable

• Understanding of prevailing wage requirements and public sector employment regulations

• Knowledge of state procurement requirements and compliance obligations

• Experience with public sector budgeting cycles and appropriation processes

Personal Characteristics

The successful candidate will be results-driven, execute an account plan ensuring exceptional delivery to a major public sector client, and maintain the highest ethical standards. The candidate must possess strong communication skills, ability to influence stakeholders across multiple state agencies, and demonstrate:

People Leadership

• Influence others across state government hierarchy, engage and inspire diverse teams, build talent

Personal Leadership

• Inspire trust with government officials, maintain high integrity, adapt to public sector requirements

Result Leadership

• Ensure execution across facility management operations, drive targeted results, focus on taxpayer value

The successful candidate will operate effectively at strategic and operational levels, supporting Client needs while ensuring consistent delivery of exceptional facility management services across the Client's real estate portfolio.