Client Service Manager - Maryland

Brown and Caldwell•Columbia, MD

84d•$95,000 - $155,000•Hybrid

About The Position

This role will serve as the primary Client Service Manager (CSM) for strategic municipal clients in Brown and Caldwell’s Maryland market, acting as the lead point of contact and trusted advisor for assigned accounts. The purpose of the CSM role is to strengthen and expand client relationships, advance BC’s understanding of client needs and priorities, and position the firm to deliver exceptional value through innovative and integrated solutions. This individual will be responsible for developing and executing client growth strategies, identifying opportunities to expand BC’s service offerings, and leading client engagement activities that result in long-term partnerships and sustainable business growth. Success in this role is built on strong client relationships, a deep understanding of the water and wastewater industry, effective collaboration with Client Service Teams (CSTs), and a demonstrated ability to translate client needs into meaningful outcomes for both the client and the firm. As the CSM, you will work closely with and leverage project managers, technical leaders, technical delivery enterprise and project delivery teams to support successful execution of planning, design, permitting, construction, and program management services. The individual will serve as a visible advocate for clients within the organization, connecting them to BC’s full range of technical capabilities and fostering opportunities across water, wastewater, stormwater, and related infrastructure programs throughout Maryland. This role may also support strategic pursuits and projects in the DC Metro area.

Requirements

Foundational understanding of client portfolio development and business performance drivers.
Professional acumen in supporting project oversight while building client-facing credibility.
Ability to identify potential opportunities and contribute to go/no-go discussions and pursuit strategy development.
Proficiency in developing and maintaining client relationships across functional levels.
Working knowledge of client business drivers and emerging needs.
Ability to contribute to market research and support expansion into adjacent services.
Demonstrated ability to collaborate effectively within multidisciplinary teams.
Developing experience in proposal support and pursuit participation.
Working familiarity with governance principles, risk management, and decision-support practices.
Proficiency in facilitation, communication, and presentation skills.
Working proficiency in digital tools, data systems, and emerging AI applications.
Demonstrated leadership potential with the ability to motivate and support team performance.
Typically, a minimum of 5 years of experience in environmental engineering and consulting industry with progressive responsibilities including marketing and business development.
A bachelor’s degree in engineering, science, business, sales, or equivalent experience is required.

Nice To Haves

Preferably at least 10 to 15 years working closely with municipal water and wastewater utilities, significant consulting experience and successful business development track record
Excellent judgement and strategic thinking skills
Knowledge of the Maryland and DC Metro water/ wastewater market
Collaborative delivery experience, such as PDB and CMAR, or owner advisor services
Competence in municipal conveyance systems and treatment facilities
Experience delivering detailed designs, planning and/or construction administration
Has served as project manager with key municipal clients in Maryland and DC Metro area
Effective Project Management skills in managing scope, schedule, budget and risk.

Responsibilities

Support administration and performance of the client portfolio (projects and pursuits) to achieve BC and client business outcomes.
Serve as an active CST member (Deputy CSM) for a Type I or Type II client; may serve as CSM for a Type II client in select cases.
Contribute to development of client growth strategies and business cases aligned with 1-, 3-, and 5-year milestones.
Build a track record of securing and delivering profitable assignments within Area/Market priorities.
Maintain utilization targets aligned with portfolio responsibilities.
Apply growth and business case thinking to support delivery decisions and reinforce BC’s value through tangible client-recognized outcomes.
Maintain accurate and current client data within BC information systems (e.g., WS+).
Support effective engagement of SMEs and Delivery leaders to broaden service impact.
Assist in expanding client relationships across functional areas and organizational levels; gather and synthesize market intelligence to inform strategy.
Maintain regular client engagement (approximately 20% of time, billable or non-billable).
Identify and communicate emerging risks affecting client performance or BC exposure.
Flexibility to adapt and execute various additional assignments based on evolving needs.