Client service manager

The Client Service Manager is responsible for client relations, account management, and developing and leading initiatives that expand existing client relationships for ConOps projects within an assigned area. Reports to both the Chief Growth Officer and Regional Operations VP.

RESPONSIBILITIES

• Develops trusting relationships with regional clients to ensure client satisfaction and retention
• Acquires a thorough understanding of the key clients’ needs and requirements
• Serves as a client contact ensuring good client/company communications
• Resolves any issues and problems faced by clients and ensures that all customer inquiries and disputes are resolved in a timely and mutually satisfactory manner
• Prepares regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Expands the relationships with existing customers by continuously proposing solutions that meet their objectives (e.g., developing enhanced services projects)
• Works closely with regional leadership and construction manager to ensure enhanced service opportunities are estimated and recommendations communicated to the client for budgeting purposes
• Manages customer contracts. Works with project management to ensure understanding of contract deliverables.
• Works collaboratively with regional operations and internal technical resources
• Reviews and monitors financial performance.
• Documents account management plans for each client.
• Attends board meetings and assists with preparation of monthly client reports.
• Other duties as assigned

Education/Experience:

Bachelor’s degree and 5+ years of experience in the operation of a water or wastewater treatment facility or an equivalent combination of education and experience. Previous client management experience with a focus on municipal governments.

Licenses/Certifications:

Valid Driver’s License. Utility management experience and water or wastewater certifications a plus.

Technical:

Knowledge of water/wastewater facilities. Working knowledge of OSHA requirements, DOT regulations, Utility SOPs, etc. Advanced proficiency with Microsoft Office applications & internet. Ability to interpret analytical results.

Communication:

Communicates clearly & professionally. Proficient on developing client-related strategies and proposal documents. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Promotes a culture of diversity, respect & accountability. Challenges others through productive discussion.

Problem Solving & Quality:

Pays attention to detail. Identifies & solves complex issues. Thinks “big picture” when assessing problems/opportunities. Develops innovative & creative solutions.

Managing for Results:

Follows all company policies & SOPs. Delegates, prioritizes & manages the work of others. Balances completing priorities, scheduling issues & deadlines. Delivers effective feedback. Manages cost, quality & experience.

Leadership & Initiative:

Motivates & empowers others. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains, coaches & mentors others. Champions change.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.

TRAVEL

~50%

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.