Client Relationship Manager | Workplace

BHDP Architecture•Cincinnati, OH

7d•Onsite

About The Position

The Client Relationship Manager (CRM) drives both account growth and client experience for assigned key clients, with direct accountability for exceeding annual net revenue and profit goals and delivering year-over-year account growth. This role strengthens relationships as a trusted advisor, expands BHDP’s services within existing accounts, including cross-market selling and capabilities, and provides portfolio-level oversight for clients with multiple projects, aligning internal teams around scope, schedule, budget, quality, and change management to ensure consistent, predictable delivery.

Requirements

Bachelor’s degree in Architecture (NAAB accredited program preferred), Interior Design (CIDA accredited program preferred) Architectural License, or NCIDQ Certification, preferred
12+ years in the design and/or architecture industry
5+ years in the market/business segment
Demonstrated commitment to exceptional customer service, with the ability to anticipate needs, communicate proactively, and resolve issues with professionalism and care.
Demonstrated initiative; sees challenges as opportunities
Advanced knowledge of Project Management systems (VantagePoint preferred)
Demonstrated capability to delegate, coach, and raise team performance
Strong attention to detail
Strong communication and collaboration within a team
Models professional workplace behaviors: reliable follow-through, constructive feedback, and calm, solutions-oriented communication with co-workers and clients

Responsibilities

Leads project-wide expectations for project management by setting ownership within the team, driving follow-through, and establishing scalable governance routines (cadence, performance metrics, escalation paths) that create predictable and repeatable high performance across projects.
Assesses and prioritizes project risk and intervenes early to protect the relationship (run to the problem).
Partners with the Sales Leadership Team to establish the client relationship strategy and leverage the BHDP sales process to make meaningful connections.
Executes the day-to-day strategy toward successful client outcomes (examples: repeat business, positive referrals to others) by understanding their business needs and measures of success for our work.
Achieves growth by managing existing client relationships and supporting new pursuits in coordination with the Sales Leadership Team.
Builds a trusted advisor relationship with existing clients to connect BHDP services and expertise with the client’s business needs and create value by delivering successful outcomes, as defined by the client.
Coordinates with other BHDP client leadership to achieve and report growth of net revenue and profit as a result of added trust and value.
Provides project team members with the budget and schedule (and holds them accountable) so they can produce the Quality Documents required.
Communicates project-related expectations across team members, ensuring knowledge of labor budgets, task and time allocations, project schedules, and review milestones, coordination, and QA/QC.
Ensures the project team produces Quality Documents by conducting reviews at the appropriate stages of the project.
Functions as the gatekeeper for project profitability, leading and helping the Sr. PMs achieve profitability metrics.
Creates / Issues / Reviews proposals that show BHDP's value to the client and aligns the scope and the fee.
Ensures proposals reasonably reflect the client's request and leads and coaches the client expectations across the BHDP team.
Communicates changes of scope or schedule with the client and consultants at the time of the change, completing additional service processes.
Works with the Senior PMs as their go-to for project management coaching and accountability.