Relationship Manager
Relationship Manager
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Job Description
GHD is dedicated to driving bold sustainable and profitable growth by expanding and investing in our most strategically important clients.
Asa Relationship Manager for our Clients you will play a crucial role in our Enterprise Client Program which is designed to place the client at the heart of everything we do. Your role will be to deliver exceptional client experiences that set industry standards and distinguish us from our competitors. By fostering strong lasting relationships with a Client you will help ensure that GHD remains at the forefront of the industry consistently providing outstanding service and value so together with our clients we can create lasting community benefit.
You will exemplify world-class client relationship management demonstrating empathy and leadership to contribute to the growth of our Enterprise Client Portfolio (ECP). The objective of the ECP is to build strong long-term relationships deliver innovative solutions that meet the clients biggest challenges and provide critical input to inform enterprise decisions.
Relentlessly passionate about client relationships and their felt experience you will work across geographies and cultures to represent the clients perspective identify growth opportunities and share best practices to help your client achieve their objectives.
As a leader you will coach mentor and support your Client Engagement Team members and the broader business to succeed throughout every stage of the clients journey with GHD. Youll continuously improve client relationships experiences and delivery while achieving revenue growth and profitability targets.
Responsibilities- Lead and mentor a high-performing Client Engagement Team (CET) dedicated to solving the clients most challenging problems through technical skills innovative solutions and elevated experiences. Lead the creation and execution of yearly Growth and Client Interactions Plan to achieve growth objectives for the Client focusing on a 35-year horizon and enhancing client-GHD strategic importance through Executive Sponsor engagement
- Build and establish lasting advisor relationships through consistent application of Strategic Account Leadership (SAL) methods and mindset
- Utilise knowledge of the clients business preferences industry and market trends and adopt a solution architecture mindset to identify growth opportunities new innovations and deliver tailored solutions while sharing insights and best practices
- Maintain and renew a deep knowledge and understanding of the clients organisation (such as policies procedures or relevant regulatory requirements) to ensure GHDs delivery adheres to their needs and requirements taking appropriate action to resolve and/or escalate issues as appropriate
- Promote a culture that supports learning from experience adopting new approaches based on lessons learned and facilitating the sharing of business-wide insights
- Optimise investments to support the clients growth ambitions validating their values and preferences to improve use of services and GHDs strategic relevance to the client
- Drive financial performance by setting ambitious goals monitoring data to inform investment decisions achieving growth targets and improving proposal win rate sole-source value-add & client-initiated variations
- Play a leadership role in developing a forward-looking opportunity pipeline and participating in project acquisition activities guiding client preferences and representing clients within Project Director selection and Tender Review Groups (TRGs)
- Champion and ensure accuracy of client data and documentation in Salesforce using insights to support decision making providing regular performance updates to the Executive Sponsor and the Economic Region Leadership Team
- Actively seek client feedback improve satisfaction resolve complex issues quickly and collaborate with teams for effective resolutions
- Partner with the Executive Sponsor to intentionally build top-level relationships within the client to deepen the connection with GHD
- Build a culture that supports learning from experience by adopting new approaches based on lessons learned facilitating the sharing of client insight
- Champion the development and execution of client project delivery onboarding processes to ensure an understanding of the clients objectives
- Develop and deliver multi-mode communications that convey the unique needs of diverse stakeholders within the client and GHD
- Develop own capabilities by actively participating in formal and informal training and coaching
- Actively take advantage of marketing activities (ie. Account based marketing) to increase engagement and plays an active role in monitoring qualifying and building relationships with new leads
- Mentor to the next generation of client leaders
Experience
- 8 to10 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 organisational skills with the ability to schedule and manage multiple tasks and meet tight deadlines
- A proactive and responsive communicator actively responding to requests for insight or information 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.
- Highly developed stakeholder engagement skills recognising empathy and social cues and addressing needs with tact and sensitivity to foster strong rapport
- Skilled at manoeuvring through ambiguity or complexity people-related dynamics and (at times) contradictory information to solve problems
Take on some of the worlds toughest challenges - with everyone at GHD backing you every step of the way.
Well 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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Required Experience:
Manager
Employment Type
Full Time
