Client Relationship Manager - Rail

Join a global professional services leader. We are committed to solving the world’s biggest challenges in the areas of water, energy and urbanization.

Committed to sustainable development, GHD improves the physical, natural and social environments of the many communities in which we operate.

GHD is seeking a Client Relationship Manager, to play a leading role in part of GHD’s Key Client Program this role is expected to enhance our Client Experience, business development pursuits and program delivery expertise. This dynamic role will have a line of site across our North America business, with a specific focus in Ontario and Alberta. The role will provide key support to our Transportation market strategy development; as well as our delivery enhancement to our key client accounts. Our expectation is the CRM will proactively grow revenue and the associated KPI metrics year on year as part of the Key Client Program.

Responsibilities:

Clients

• Responsible for the financial performance (revenue, backlog, performance KPIs) of a key client as part of the key client program
• Interface with other Transportation CRM to provide best industry practice and consistency across the market sector
• Drives client feedback initiatives including coordination of activities associated with the client care visits and client roundtables
• Responsible for engaging with project delivery teams to provide client preference guidance during bid and delivery phases
• Invite client feedback on our performance and relationship and be a point of contact for issue resolution
• Effectively manage projects on behalf on our clients.
• Develop and implement an effective key client business plan including a client engagement plan
• May be required to act as client representative at group review

People

• Participate in internal and external CRM lead forums
• Develop a relationship matrix of key decision makers, influences and emerging leaders within key clients organization and develop a strong relationship
• Lead and influence an effective client engagement team, motivate and utilize the team to develop relationships on multiple levels and establish a comprehensive understanding of key client business environment
• Facilitate contact between key people within the client's organization and GHD and actively promote GHD's services to the client
• Act as Project Director on appropriate projects
• Act as a mentor to our next generation of Business Development Leads including Key Client Coordinators

Performance

• Responsible for emerging opportunities and playing leadership roles in positioning for future opportunities
• Responsible for the effective management of projects.

Skills, Competencies and Qualifications:

• Positive attitude, phenomenal communication and interpersonal skills
• Minimum of 10 years’ experience leading and winning new projects in Canada throughout the rail sctor within a consulting firm; in addition to client account management
• Excellent report and proposal writing skills
• Experience interpreting and applying environmental management legislation, regulations and policies
• Professional Engineer (P.Eng.) or related field
• Collaborate closely with environmental regulatory agencies, non-government agencies, public and private resource development agencies
• Minimum of 5+ year’s experience in heavy freight rail, including detailed understanding of structure and operation of the freight market in Canada
• Proven success and experience leading a team, business, or multi-disciplinary projects on a large scale, including budgeting, forecasting, timesheet approval, and other team management skills
• Possess excellent communication (verbal and written) skills, including technical report writing and reviewing experience

Key Performance Indicators:

• Blend client billable work with business development strategies such that you are seen as “go to” person (internally and externally) to solve client needs
• Actively drive improvements in the quality of client relationship & expansion of the range of services offered to the client including driving linkages between our Advisory and Digital businesses
• Establish yourself as a liaison for Canadian delivery to North American key accounts
• Your billable utilization goal with be equal to or greater than 50% over the remainder of the 2023 fiscal year
• Develop key client account to support revenue growth, client relationship development, and delivery improvements. Meet or exceed year on year business growth targets
• Develop and implement components of our Transportation Market Strategy for Canada, working with Market and Business Group Leads

We offer a professional working environment and culture and believe that work/life balance contributes to the success and happiness of our people. We also offer competitive salary packages based on qualifications, skills and experience.

As a multicultural 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.

About Us

Why GHD?

Being the best we can be is in our culture.

We are a family of smart, innovative and creative problem solvers. In our employee-owned company, everything feels like it matters more. Challenge us and help us come up with new solutions to ensure water, energy and urbanisation are made sustainable for generations to come.

More about Life and Work @GHD

Our commitment to you

Commitment is a powerful word that defines how we do business, how we serve our clients and how we care for one another. We will support your needs by giving you the tools to do your best work and then recognise achievements. We will set your curiosity free to allow brilliant minds to do their best work. We will invest in new ideas, removing barriers where we can. Finally, we will encourage you to collaborate with thousands of diverse people across our global business.

Our Commitment to you

Who We Are

We are committed to solving the world's biggest challenges in the areas of water, energy and urbanisation. GHD is a global professional services company that is a leader in engineering, construction and architectural expertise. Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals, yet we are proudly ‘One GHD’ across more than 200 offices, spanning five continents – Asia, Australia, Europe, North and South America, and the Pacific region. Delivering extraordinary social and economic outcomes, we are passionate about building lasting relationships with our partners and clients.

GHD Expertise and Service Lines

Covid Vaccine Position Statement

In response to the evolving Covid-19 pandemic, GHD has established an Operating Procedure confirming it will comply with vaccination requirements for any work which is subject to either (i) municipal, provincial, or federal government mandates or (ii) client requirements which require vaccination to perform such work, either on a client site or any workplace (“Work Requiring Vaccination”). To the extent allowed by law, GHD employees performing Work Requiring Vaccination will be required to be fully vaccinated against COVID-19 and may be required to show proof of vaccination prior to engaging in this work. GHD will consider reasonable accommodation requests in the event you are unable to be vaccinated on the basis of a protected ground under applicable human rights legislation.