Brown and Caldwell (BC) is looking for a Director of Client Services who will lead the development and advancement of Client Services at BC. The position will work in close collaboration with executive leadership and be responsible for advancing best practices for Client Service Managers (CSM) and Client Service Teams (CSTs) and sustaining BC’s value-added brand. This includes advancing and championing a CSM career development program; advancing a culture of accountability around the role of a CSM; and collecting, cultivating, and summarizing client-level market perspectives that can be used to inform strategy and investments necessary to accelerate our business. The successful candidate will have an established track record of working with diverse teams plus successfully developing clients and programs. The position reports directly to the Chief Growth Officer.
Responsibilities:
Key responsibilities include:
- Maintain a CSM development and advancement program designed to improve client relations and accelerate growth. Assure program content is market relevant, coordinated with other BC talent development programs, and tailored to BCs business needs. Maintain screening and qualification requirements for participants and mentors.
- Monitor top BC client growth and business performance in each business unit (BU). Support BU Leaders, BU Growth Leaders and CSTs to accelerate performance and identify / disseminate best practices. Maintain periodic engagement with operational leaders to coordinate business performance priorities and CSM communications.
- Own and maintain the relevancy of key templates used to drive client engagement and growth – such as the Client Growth and Development Plan while partnering with operational leaders to improve the utility of company-level system reporting and KPIs needed to achieve idealized client engagement.
- Coordinate Client Growth and Business Plan development / maintenance with BU Growth Leaders in conjunction with BC’s Business planning cycles. Prepare enterprise summary report for executive leadership describing key accomplishments, issues, opportunities for top client plans (~50-60% of BC’s business / ~75-100 largest clients)
- Develop a client health program, including a process for periodic wellness checks – as well as a means of leveraging feedback to improve CSM/CST engagement and performance.
- Partner with peers within the Growth Leadership Team, including the Director of Sales & Marketing to develop and maintain client and CSM growth and performance standards commensurate with BC long-term needs including:
- Client Growth and Business Plans – content and construct
- CSM job descriptions and responsibilities
- CST construct and responsibilities
- Client and CSM performance reporting – individual and roll up to profit/loss centers (BU and enterprise)
- Maintain a CSM network for sharing market developments, BC strategy, technical innovation and internal / external communications
- Maintain a personal network of executive client leaders to advance BC while also leveraging to calibrate BC investments and strategies plus maintain an annual personal utilization goal of 25%.
- Partner with Growth Leadership Team peers, including the Director of Sales & Marketing and the Director of Strategy to advance a shared vision for BC’s growth and understand discrete and shared responsibilities amongst the group.
- Work with Technical Practice Leaders to develop context for technical solutions and enterprise/ regional application
- Coordinate with strategic investment leaders to help identify best opportunities to advance strategies and develop content to inform CSM/CST groups.
- Coordinate client development activities with BU Growth Leaders and identify enterprise / regional market trends and business opportunities
Required Education and Experience:
- Ten or more years’ experience in the environmental engineering and consulting industry with progressive responsibilities including marketing and business development
- Progressive experience effectively communicating with individuals and large diverse groups to garner alignment.
- Demonstrated problem identification and solutions development skills
- Successfully building and managing client service teams with budgets in excess of $10M annual
- Delivering successful business results on a diverse portfolio of services and clients of over $5M per year
- Bachelor’s degree in a related science, engineering or business field
Preferred Education and Experience:
- Advanced degree in business management or related field
- PE or PG license or related professional registration
- Successfully scoping new business opportunities for consulting services, including:
- Identifying opportunities
- Making critical decisions on whether to pursue opportunities with applicable business leaders
- Developing and executing strategic plans to win pursuits
- Identifying the best teaming partners
- Successfully discerning new markets for consulting services from emerging client needs and develop plans for securing work in these areas, including:
- Understanding required skills to serve clients successfully
- Comparing skills needed with current organizational capabilities
- Identifying personnel to recruit and help capture these markets
- Motivating and leading teams to implement business plans
- Acting as Sales Leader for key proposals
Skills and Competencies:
- Consulting services market and business acumen
- Leadership and team building
- Facilitation (as a coach and a challenger)
- Verbal and written communication
- Persuasion and influence
- Conflict resolution
- Empathy and Emotional Intelligence
- Portfolio management
- Self-starter
Physical Requirements:
- Office / Virtual
- Frequent travel may be required (40% or more)
- Minimum in-person presence of 35% of time
Salary Range: The anticipated starting pay range for this position is based on the employee’s primary work location and may be more or less depending upon skills, experience, location and education. These ranges may be modified in the future.
Salary: $225,000 - $275,000
If you have any questions, please speak with your Recruiter.
Benefits and Other Compensation: We provide a comprehensive benefits package that promotes employee health, performance, and success which includes medical, dental, vision, short and long-term disability, life insurance, an employee assistance program, paid time off and parental leave, paid holidays, 401(k) retirement savings plan with employer match, performance-based bonus eligibility, employee referral bonuses, tuition reimbursement, pet insurance and long-term care insurance. Click here to see our full list of benefits.
About Brown and Caldwell
Headquartered in Walnut Creek, Calif., 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 more than 70 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. Join us, and you will find a home where you can do your best work, reach new levels of expertise, and enjoy exceptional development opportunities. For more information, visit www.brownandcaldwell.com
This position is subject to a pre-employment background check and a pre-employment drug test.
Notice to Third Party Agencies: Brown and Caldwell does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Brown and Caldwell is proud to be an EEO/AAP Employer. Minorities/Women/Disabled and Protected Veterans are encouraged to apply. Brown and Caldwell ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964.
