DescriptionThe importance of water to the health of our world can’t be overstated.
As the frequency and intensity of floods, droughts and storms increases, the water industry must continue to build resiliency and lead from the front.
Together with our clients, we are thinking and doing things differently to help pre-empt and prepare for what's next. Be a part of this dynamic and committed team of diverse water specialists and drive change for your community.
You’ll be able to apply our powerful global network of skills and decades of experience to create positive water outcomes that respect nature and nurture communities.
Who are we looking for?
GHD is committed to its “Make it Real” strategy and with that Client Experience (CX) excellence, a key component of this is our Key Client Relationship Management program. Our Key Client program is a vital component in our efforts to put the client at the heart of everything we do and set the industry standard for exceptional client experiences helping to ensure that we remain at the forefront of the industry and continue to provide outstanding client experiences that set us apart from our competitors.
As a Relationship Manager for a key client, you'll build strong relationships, deliver personalized solutions, and provide critical input to inform business decisions. You'll lead a high-performing team dedicated to solving your client's challenges through a focus on technical skills and innovative solutions that enhance our strategic growth initiatives. Identifying growth opportunities and sharing best practices to help clients achieve their goals, you'll mentor and support team members to contribute to overall success across the five stages of the client journey, from awareness to advocacy. You'll continuously improve client relationships, experiences, and delivery while achieving growth and profitability targets. In an ever changing world, it requires creativity and innovation to stay ahead.
We’re seeking the curious, those who are stimulated by fresh thinking and a desire to shape our communities in new, positive ways.
As part of a truly global team, working on complex and rewarding projects, you'll be at the forefront of driving change.
See what the power of commitment can do for you!
Working with an energetic and high performing team, this position offers a variety of work and will see you involved in:
- Develops and executes a 3+ year Key Client growth plan using CX tools, focusing on client experiences across the 5 phases of the client journey and considering relevant client organization issues
- Establishes strong, long-term relationships with clients, building an intentional network between GHD and the client and developing zippered relationships with decision-makers, influencers, and emerging leaders
- Drives financial performance by setting ambitious goals and proactively monitoring data to inform investment decisions, achieve growth targets in sole-source, value-add & client-initiated variations, and improve proposal win rates
- Utilizes an understanding of the client's business and preferences, industry, and market trends to identify growth opportunities and deliver value-added solutions, while proactively sharing insights, thought leadership, and best practices
- Effectively resolves complex client issues, taking ownership and collaborating with internal teams to provide timely and effective resolutions
- Monitors and seeks to improve client satisfaction across GHDs Clients’ Voice framework (>80% across all quantitative metrics), identifying areas for improvement and implementing corrective actions to provide seamless and coordinated experiences for clients
- Advocates for client perspectives and mentors internal stakeholders (CETs, KCA) using feedback metrics and performance goals to build their knowledge, skills, and confidence in providing exceptional client experiences
- Plays a leadership role in developing a forward-looking opportunity pipeline and participates in project acquisition activities, providing guidance on client preference and acting as the client representative at Tender Review Groups (TRGs) as appropriate
- Champions accurate client data and documentation in SalesForce and client tools, utilizing data and client insights to provide regular reports to senior management on client performance and opportunities for investment
- Leads and influences the client experience through effective Client Engagement Team (CET leadership and acts as a mentor to the next generation of client leaders, including the Key Client Advisor (KCA)
What you bring to the team:
- Environmental Engineering or Environmental Science degree
- Minimum 8 years of experience in a client management or business development discipline or related client-facing role with demonstrated ability to work in complex, multi-layered environments
- Successful experience in forming strong and collaborative relationships with clients and internal team members across a broad geographical reach, bringing understanding of the challenge of change across large businesses
- Strong organizational skills with the ability to schedule and manage multiple tasks and meet tight deadlines
- A proactive and responsive communicator, actively responding to requests, advice information, and instructions in a proactive and timely manner backed by excellent written and verbal communication skills across a broader range of audiences and personas
- Shows a high degree of accuracy and meticulous attention to detail to synthesise insights and information that support business decisions
- Ability to work and thrive in a fast-paced, dynamic environment under tight deadlines.
- Proficient knowledge of MS office suites and CRM technology (Salesforce)
Take on some of the world’s toughest challenges - with everyone at GHD backing you every step of the way.
We'll give you control over your career, empower you to find innovative solutions and help you create a lasting impact.
See where your commitment could take you with GHD.
As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.
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