Relationship Manager - US Army

GHD-posted 4 months ago

Houston, TX

Food Services and Drinking Places

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There's no pledge more important than the one we make to look after our environment, and we're committed to helping you do exactly that! Join us as we strive to ensure a sustainable future for our communities and the world we live in. Become part of our global network of skilled engineers, scientists, auditors, planners and environmental specialists, all working together to leave this world better than we found it. GHD is dedicated to driving bold, sustainable, and profitable growth by expanding and investing in our most strategically important clients. Who are we looking for? As a Relationship Manager for the US Army, you will play a crucial role in our Enterprise Client Program, which is designed to place the client at the center 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 the US Army Districts, 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 GHD's Enterprise Client Portfolio (ECP). The objective of the ECP is to build strong long-term relationships, deliver innovative solutions that meet the client's biggest challenges, and provide critical input to inform enterprise decisions. You will work across enterprise geographies and cultures to represent the client's 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 client's journey with GHD. You will continuously improve client relationships, experiences, and delivery while achieving revenue growth and profitability targets.

Lead and mentor a high-performing Client Engagement Team (CET) dedicated to solving the client's 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 3-5-year horizon and enhancing client-GHD strategic importance through Executive Sponsor engagement.
Build and establish lasting relationships through consistent application of GHD's Strategic Account Leadership (SAL) methods and mindset.
Utilise knowledge of the client's 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 GHD's 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 original approaches based on lessons learned, and facilitating the sharing of business-wide insights.
Optimise investments to support the client's needs, validating their values and preferences to improve use of services and GHD's strategic relevance to the client.
Drive financial performance by setting ambitious goals, monitoring data to inform priorities, achieving growth targets, and improving proposal win rate, 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 GHD's Tender Review Group (TRG) reviews.
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 and CET members to intentionally build top-level relationships within the client's ecosystem to deepen the connection with GHD.
Build a culture that supports learning from experience by adopting original approaches based on lessons learned, facilitating the sharing of client insight.
Champion the development and execution of client project delivery processes to ensure an understanding of the client's 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 (i.e.. Account based marketing) to increase engagement, and play an active role in monitoring, qualifying, and building relationships with new leads.
Mentor the next generation of client leaders.

Engineering or Science degree.
8 to 10 years of experience in a client management or business development discipline or related client-facing role with the US Army or working for the US Army.
Successful experience in forming strong and collaborative relationships with clients and internal team members across a broad geographical reach.
Strong organizational 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 maneuvering through ambiguity or complexity, people-related dynamics and (at times) contradictory information to solve problems.
Encourage others to think differently and enrich their analyses of complex situations, building support for ideas among key decision-makers and stakeholders, to overcome any resistance.
Proficient knowledge of MS office suites and CRM technology (Salesforce).

Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential.
Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Key Account Management: Manage and develop important customer relationships with guidance from senior colleagues, and/or manage an account team delivering day-to-day support.
Customer Relationship Development / Prospecting: Develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.

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