Senior Director, Account Management
 JLL | |
 United States, Illinois, Chicago | |
| 200 East Randolph Street (Show on map) | |
 Dec 20, 2024 | |
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The Account Lead is accountable for developing and implementing an account plan which will delight our clients and ensure a healthy long-term relationship. The Account Lead anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. The Account Lead creates and manages high performing teams which not only delivers operational excellence but keeps employees engaged and thriving, and in conjunction with the Work Dynamics leadership team, understands the firm's strategy and goals and can translate those into the business opportunities. This role reports directly to the Account Executive for the Illinois Medical District and will have oversight of two accounts within the larger district portfolio. The role will also act as the General Manager for one of the accounts.
Job Requirements Delivery of Client Satisfaction Establish the vision and strategy of the account, ensuring there is alignment with the client objectives and interests. Drive the account plan to deliver high quality results which exceed the client's expectations. Recognize opportunities for account growth, articulate the value proposition and ensure its implementation. Primary management contact for daily FM operations and management, overseeing the site operations and maintenance team. Manage all assigned facilities to achieve KPI performance targets, monitor SLAs to identify potential challenges and plan corrective actions/best practices accordingly. Coordinates and drives fire, life safety, and environment of care compliance related outcomes for regulatory guidance (TJC, CMS, IDPH, NFPA, etc.). Manage and deliver all Client service-related reports / communication. Demonstrates continuous improvement on all key measurables. In collaboration with Sourcing & Procurement, identify opportunities to deliver differentiated value through quality, innovation, or cost improvements. Understand JLL contractual scope thoroughly and ensure all contractual commitments are always fulfilled. Lead an assigned team of management and maintenance professionals in the execution of contract requirements. Responsible to represent JLL and to portray partnership management in the areas of service, performance, compliance, ethics, people, and relationship management for the assigned buildings. Build and Manage High Performing Teams Ensure the best qualified candidate is hired for all roles on the accounts. Thoroughly and critically assess direct reports and the extended team. Ensure team members have and actionable and measurable career development plan. Advance the firm's diversity and inclusion priorities by focusing on talent moves, i.e. hiring, rotation and promotion. Provide point in time coaching to elevate performance. Achieve Financial Results Manage account financials to ensure plan is met or exceeded in both growth and profitability. Retain all current business lines and expand the book of business with the client to extend beyond existing product lines or geography. Mitigate risk for the organization by ensuring A/R is maintained below 60 days payable. Contributes to the Growth of the Company Bring to the organization any leading practices and/or innovations developed on the account. Identify opportunities both on account and within professional networks to generate additional revenue - engaging the right cross-functional resources to win. Become internal reference for best-in-class service delivery that can be leveraged to expand JLL's business. Recognizes opportunities for account growth, then articulate the value proposition and ensures its implementation across the platform. Implement innovative programs, processes and procedures that reduce short- and long-term operating costs and increase productivity. Education and Experience Bachelor's degree (MBA desirable) 10 - 15 years industry experience required either in the corporate environment or third-party service provider. Direct experience in a healthcare setting with knowledge of the regulatory environment (CMS, IDPH, TJC, etc.). Knowledge, Skills, and Ability Advanced skills and knowledge in the following areas:Client Focus Results Driven Natural Coach Drives Growth Solutions Oriented Firm Knowledge | |