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Account Director

Jones Lang LaSalle (JLL)

This is a Full-time position in Charlotte, NC posted July 31, 2020.

Location: Charlotte, NC

 Account Director – Global / Regional  

Client Account:

Leads Scaling accounts and smaller Enterprise accounts

$3M – $6M contribution margin

Multiple service lines, typically multi-regional

Reporting Relationships

Direct Manager: Group Account Director or Group Account Executive

Matrix Manager:

Reports: Account Managers or Account Leads

Role Summary

Our Account Directors are visible and influential leaders of talented individuals and teams accountable for delivery of outstanding service and financial provision to clients under the terms and conditions of the contract.  Their role is to ensure the delivery of integrated, innovative and differentiated solutions for our clients.  They have accountability for all strategic and operational activity including, but not limited to new business development, revenue growth, client satisfaction and managing the team.

Develop Strategic Growth Plans

  • Develop and execute an overarching account strategy which effectively conveys the vision and mission of the account and rallies the team around a common purpose.
  • Identify growth opportunities within the account and create 1, 3 and 5-year plans to achieve success.
  • Bring to the account accelerators leading best practices and innovations developed across the platform to help the account increase win rate by X%.
  • Ensure connectivity of the full account team to the tools and resources of the entire JLL platform increase win rate and productivity.

Core Competencies

Build and maintain client relationships

  • Develop, and “own” strong relationships with client’s key representatives.
  • Develop, and manage regular client meetings and feedback sessions.
  • Ensure follow up action taken.
  • Build a relationship with the client which can be sighted as best in class when we bid for other work.
  • Ensure a pro-active approach to understanding the client’s changing priorities.
  • Develops and manages Voice of the Customer (VOC) and “Client Care” programme to regularly gain input and direction from clients ensuring alignment to service level agreement and that JLL is exceeding expectations.
  • Creates and enhances standardised processes and infrastructure in order to provide superior real estate and business solutions for our clients.

Develop and lead a high performing team

  • Attract, develop and retain a team of talented employees; committed to delivering exceptional client results and demonstrating the JLL values.
  • Understand strengths, opportunities and skill sets of existing support team provide day to day management and coaching to increase productivity.  Consider location of resources reporting the account and make appropriate changes over time.
  • Identify any gaps in skill sets or resources required to achieve account goals.  Prior to adding headcount, understand capacity of existing team or broader resources across the platform.
  • Develop the account vision and strategy aligned to wider Corporate Solution plans.
  • Align the team with client priorities and the account vision and strategy.
  • Ensure career and succession plans are structured and pro-actively managed to avoid operational disruption.
  • Improve team performance through regular coaching and feedback.

Achieve financial results

  • Achieve or exceed the agreed financial targets for the account; annual gross margin, revenue and expenses.
  • Work closely with Account Finance team to prepare and present the monthly and quarterly financial reports.
  • Lead the development of the account expense and capital budgets and forecasts in accordance with the financial timetable.
  • Ensure collection of fees from client and tracking of outstanding payments.
  • Implement effective cost and quality controls.

Deliver the contract commitments

  • Ensure adherence to contract.
  • Ensure account delivers against contract deliverables – meeting all KPI’s, budget targets and project commitments for all service lines.
  • Implement and manage the change control process.
  • Manage the governance process for the account.
  • Ensure the delivery strategy for all engineering and maintenance services.

Compliance and risk management delivery

  • Ensure all defined services are completed in accordance with quality operating procedures and statutory requirements.
  • Ensure EHS compliance requirements are met.
  • Ensure compliance with company policies – guidelines and values, local laws and the guidelines of client’s organisation.
  • Ensure there is no, or minimal, downtime of critical services.

Drive integration of services

  • Ensure regional consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices.
  • Ensure technology systems are effectively implemented.
  • Work with central operations team to drive good practice and innovation across the account ensuring compliance with internal audit requirements.
  • Ensure that key vendor/ partner relationships are maintained, developed and integrated in the account plan.

Contribute to company growth

  • Proactively prepare for and ensure the account is well positioned for successful renewal.
  • Identify opportunities to extend the contractual relationship with the client e.g. expanding the portfolio under management, extending the range of services and work to convert the opportunities to drive further growth.
  • Work with the solutions development team and leverage external networks to develop further sales and support the business development effort.

Personal Competencies, Attributes & Knowledge


  • Energy and drive to develop the account and grow the business.
  • Good understanding of current industry technology and potential future developments.
  • Excellent interpersonal and presentation skills via multiple media.
  • Commercially and financially astute.
  • Strategic thinking and decision making.
  • Able to lead and inspire, guide and coach, and develop the performance of those managed.
  • Sales mindset.
  • Encourages feedback to inform quick decision making.
  • Courage to make tough decisions.
  • Excellent relationship, and stakeholder management skills.
  • Able to work in a complex environment and comfortable with ambiguity.

Experience & Qualifications

  • Commercial real estate management at senior level
  • Account management or similar role.
  • Active member of a relevant industry professional organization.
  • Development of business contacts leading to new business opportunities.
  • Degree in Real Estate, Business Administration, Accounting, Engineering or related field or equivalent experience.

Success Measures

  • Account financial performance.
  • Contractual key performance indicators.
  • Customer satisfaction score exceed contractual commitment.
  • 100% risk compliance and adherence to EHS requirements.
  • Develop high performance team and account succession plan.
  • Seen as best in class account and quoted to other clients.