Director of Client Relations

Willdan•Northern, KY

1d•$170,000 - $190,000•Onsite

About The Position

The Director of Client Relations is responsible for protecting, strengthening, and growing long-term contracted client relationships across the Western Region. This role serves as the executive steward of client trust, ensuring alignment between client expectations and internal execution throughout the lifecycle of our construction and energy services engagements. While not responsible for day-to-day construction management, this leader must possess deep operational credibility and business acumen to effectively anticipate risk, advocate for clients, and align internal teams. This position exists to ensure that no strategic client relationship is reactive, fragmented, or without executive ownership.

Requirements

15+ years of experience in construction, operations, project controls, design-build, and energy services, or related industries.
Demonstrated operational experience within construction or project delivery environments.
Proven ability to manage executive-level client relationships.
Strong financial and contractual understanding (margin, change management, contract structure).
Experience working within cross-functional, matrixed organizations.
Exceptional communication and conflict navigation skills.
Travel is a required component of this role and will be necessary to meet job responsibilities.

Nice To Haves

Experience with multi-phase or long-term contract environments.
Familiarity with public-sector or institutional clients.
Background in energy services, performance-based contracts, or infrastructure delivery.

Responsibilities

Protect long-term client trust.
Align internal execution with client expectations.
Proactively identify and mitigate relationship and project risk.
Support renewal and expansion through disciplined relationship governance.
Champion a service-first leadership culture — serving “anyone but yourself.”
Serve as executive sponsor for assigned strategic accounts.
Develop deep understanding of each client’s organizational dynamics, priorities, and success criteria.
Define and continuously validate “what success looks like” with each client.
Lead structured monthly and quarterly client governance meetings.
Ensure forward-looking dialogue including performance, risk, and future opportunity alignment.
Maintain visibility and documentation of commitments, concerns, and action plans.
Identify early indicators of execution or perception risk.
Differentiate between proactive outreach, service recovery, and formal escalation.
Intervene decisively before issues materially impact trust.
Ensure Regional VP and executive leadership are informed.
Protect both client interests and enterprise sustainability.
Act as liaison between Construction, Project Management, Sales, Finance, and Executive Leadership regarding client expectations.
Ensure internal teams clearly understand client priorities and commitments.
Recognize staffing or support gaps before clients request changes.
Elevate systemic issues affecting client experience.
Promote alignment between operational performance and strategic relationship goals.
Develop and maintain high-level strategic relationships with key subcontractors and industry partners within the Western Region.
Represent the region at industry events, conferences, and trade associations to strengthen strategic subcontractor alignment.
Support long-term partnership development that enhances delivery performance and client outcomes.
Provide executive-level relationship continuity with critical subcontractor partners.
Collaborate with Construction leadership to identify subcontractor partnership gaps impacting client satisfaction.
Partner with Business Development to support renewal positioning.
Identify expansion opportunities aligned with client objectives.
Reinforce disciplined expectation management to protect margin.
Strengthen long-term partnership positioning across multi-phase engagements.
Model servant leadership and professional accountability.
Foster solution-oriented and collaborative behavior across teams.
Establish and reinforce client engagement protocols.
Support onboarding and professional development aligned with client service standards.
Maintain high emotional intelligence and executive presence in complex environments.