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Client Service Manager
2 months ago
Brown and Caldwell is seeking an experienced Client Service Manager to join our team in Vancouver, British Columbia. As a key member of our leadership team, you will play a crucial role in driving business growth and delivering exceptional client service.
Key Responsibilities:- Develop and maintain high-value client relationships, representing Brown and Caldwell with key clients and teaming partners.
- Lead client service teams to support understanding and delivering on client needs and expectations.
- Create client engagement strategies and pursuit plans, actively leading in key opportunity proposal strategy, positioning, teaming, messaging, and interview development.
- Work with business leaders to develop, communicate, and deliver client-focused business plans that support overall company objectives.
- Serve as project manager or senior technical resource for key clients, managing multi-disciplinary resources to deliver projects on schedule and budget and according to client critical success factors.
- Manage projects and risks to Brown and Caldwell's standards, using our tools and templates for project delivery.
- Ensure quality client services, clarity on work products, and delivery of high-quality services within budget and schedule constraints.
- Work closely with the Project Delivery team to drive 'on plan' project delivery for the Business.
- Utilize internal systems for communication, tracking, and collaboration on projects and opportunities.
- Support development of staff members, especially as it relates to exceptional client service delivery, strategic planning, and effective communication.
- Supervise and mentor junior staff members.
- Meet identified performance metrics, including annual sales goals, project budgets, and schedules.
- Leverage resources, experience, and skills of the firm to support client goals.
- Participate in professional societies, creating connections for BC and technical professionals in support of client goals.
- Degree in a related engineering field (Civil, Environmental, etc.) required; degree in a related engineering field with a focus on wastewater and water services preferred.
- Professional Engineer registration in British Columbia.
- Proven ability to recruit top talent.
- Work experience and knowledge of the Vancouver region's stormwater, water, and wastewater infrastructure.
- A minimum of 15 years' experience in consulting and engineering services in the environmental sector with progressive responsibilities, including business development and project delivery, especially for water and wastewater municipal clients.
- Demonstrated ability to communicate effectively with clients, lead strong project teams meeting project requirements, and provide strong business growth results in management roles.
- Proven track record of successfully managing projects and delivering on time and on budget while meeting or exceeding client expectations.
- Proven understanding of environmental and regulatory drivers for clients and projects.
- Knowledge of business and management principles involved in strategic planning, resources allocation, leadership techniques, and coordination of people and resources.
- Proven ability to supervise and mentor younger staff as they grow.
- Proven technical skills with the ability to articulate ideas and concepts both visually and contextually.
- Ability to motivate others and lead teams to implement plans for projects and client pursuits.
- Valid driver's license and good driving record required.
- A comprehensive benefits package that promotes employee health, performance, and success.
- Medical, dental, vision, long-term disability, life insurance, an employee assistance program, paid time off, and parental leave.
- Performance-based bonus eligibility, employee referral bonuses, and tuition reimbursement.
Brown and Caldwell is a full-service environmental engineering and construction firm with 50 offices and 2,100 professionals across North America and the Pacific. For 75 years, we have created leading-edge environmental solutions for municipalities, private industry, and government agencies. We strive to be the company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration, and innovation.
