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GHD · 7 hours ago

Client Service Manager- Water- Arizona

Phoenix, AZ

Full-time

Hybrid

Senior Level, Lead/Staff

$230K/yr - $280K/yr

10+ years exp

GHD is a global professional services company focused on engineering, architecture, and construction. They are seeking a Client Service Manager for the Water sector in Phoenix, AZ to build and maintain strong relationships with municipal clients, lead a Client Engagement Team, and drive business development initiatives.

ArchitectureCivil EngineeringConstructionConsultingEnergyEnvironmental ConsultingEnvironmental EngineeringProfessional ServicesTransportationWater

Responsibilities

Build and maintain strong relationships with municipal clients, including city governments, utilities, and public agencies

Act as the voice of the client within the organization, ensuring their priorities and challenges are understood and addressed

Develop and implement client interaction plans to engage decision-makers and influencers

Lead and mentor a Client Engagement Team to deliver innovative solutions tailored to municipal needs

Create and execute annual growth plans for municipal accounts, focusing on long-term objectives (3–5 years)

Monitor trends in public spending, regulatory changes, and infrastructure investments to identify opportunities

Identify and pursue new opportunities within municipal markets, including water, transportation, and urban development sectors

Collaborate with technical teams to align proposals with client preferences during bidding and delivery phases

Maintain an active pipeline of projects and pursuits

Represent the organization at municipal meetings, conferences, and industry events

Promote the organization’s brand and capabilities to municipal stakeholders

Facilitate multi-party communications when needed to resolve issues and advance strategic initiatives

Oversee the implementation and maintenance of the CRM system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships

Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media

Ensure quality service and profitable business growth by managing a portfolio of complex customer relationships and/or a small team of account managers

Develop and implement a relationship management plan for strategic, complex potential accounts to build key relationships at local and national levels. Coordinate the engagement of own organization with the customer organization to ensure effective two-way flow of information and resolution of issues

Consult with a range of customer representatives at different levels to identify the outcomes they require, introducing relevant internal specialists and utilizing their expertise to gather and analyze complex customer data, clarify medium- to long-term customer needs, and develop and agree to a specification of customer requirements

Develop a personal network of senior managers within the business sector and represent the organization at business sector events. Obtain market intelligence, promote the organization, and enhance its reputation

Develop internal marketing plans and work collaboratively with other departments to improve internal relationships and build strong external customer relationships

Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input

Qualification

Client Relationship ManagementBusiness DevelopmentStrategic Account ManagementCRM toolsProfessional Engineer licenseMunicipal operations knowledgeStakeholder managementCommunication skillsNegotiation skillsInterpersonal skillsLeadership skillsStrategic thinking

Required

Bachelor's or Master's Degree in Engineering, Environmental Science, or similar

Professional Engineer license preferred

Minimum 10 years of experience in client service management, or client relationship management preferably with municipal or public sector clients

Excellent communication, negotiation, and interpersonal skills

Ability to lead cross-functional teams and influence at senior levels

Proficiency in CRM tools (Salesforce in particular) and Microsoft Office Suite

Strategic thinker with a client-centric mindset

Strong understanding of municipal operations, governance, and procurement

Ability to navigate complex stakeholder environments and build consensus

Experience in client engagement and business development, with a track record of building relationships across government, industry, and community stakeholders

Proven ability to develop and execute market strategies