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Brown and Caldwell is the largest engineering firm of its kind—solely focused on the U.S. environmental sector. With offices throughout the country, we have opportunities nationwide to work on some of our most exciting environmental projects.

Senior Client Service Manager

Work Location: Los Angeles, California
ID: 3340
Job Type: Full Time
Travel: 25-50%

For more than 70 years, Brown and Caldwell has been creating leading-edge environmental solutions for public agencies and private industry. We strive to be the environmental company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration and innovation. Join us, and you will find a home where you can do your best work, reach new levels of expertise and enjoy exceptional development opportunities. As a privately held firm with over 1,500 employee-owners in 50+ offices nationwide, the opportunity awaits for you to advance.


Description

Brown and Caldwell is looking for a Senior Client Service Manager with an established track record of developing and executing projects and programs with Municipal and Federal clients primarily in the large Civil water conveyance planning and design market.  Brown and Caldwell is successfully executing multiple large civil water conveyance projects consisting of designing the rehabilitation and replacement of large pipeline and pump stations.

The successful candidate will maintain, leverage and expand their exceptional relationships with key Municipal and Fedaral clients to monitor the successful delivery of projects and develop new business.  The candidate will be an experienced civil/environmental industry leader and will demonstrate in-depth understanding of how to analyze and capture local and regional market conditions and opportunities. The candidate will have the ability to navigate and align the client organization with BC’s team of experts and resources, provide oversight on technical assignments, ensure profitable performance and superior quality, and exceed client expectations. The first year incremental sales target should be $1-3M in annual sales commensurate with relationship and salary.  The appropriate utilization target will depend on booked new business achievement.

This position has the potential for leading a major California-wide initiative in expanding our large civil water conveyance business. In leading this initiative, you will play a key role in expanding and executing our strategy for the business in partnership with Regional management. In this role, the candidate will participate as a member of the Area Leadership team.

Specific responsibilities to include:

  • Serve as a primary point of contact for client.  Act as the primary point of contact for matters related to Brown and Caldwell marketing and service delivery to your select client base.  As such, the candidate will be expected to maintain relationships throughout the client organization, including at the director executive management and an elected official level.
  • Understand client critical success factors.  Leverage existing relationships to develop and maintain a deep understanding of the critical success factors (CSFs) of the client organization (including the various departments and employees within the organization).
  • Coordinate the client service/marketing team.  Coordinate and collaborate with a team of BC employees to ensure our service delivery and marketing address client CSFs and BC quality standards and maximize client revenue potential.  This includes maintaining and implementing client strategic and tactical action plans to position for future work.
  • Serve as client’s BC internal advocate.  Stay current on all client contracts and projects, and work with BC team members to: identify resources to support projects, troubleshoot or escalate issues, and maintain exceptional client service.
  • Maintain client opportunity database.  Through research and relationships, develop detailed knowledge and a deep understanding of future opportunities with the client(s) across all BC service offerings.  Maintain and update this information in BC’s client opportunity tracking database.
  • Track Financial Information related to client service delivery.  Use BC’s project accounting system to track BD costs, booked new business, client revenues, labor multipliers and other key financial metrics.
  • Project Delivery/Management.  Serve as client manager and/or senior technical resource or project manager for key clients, where appropriate.  Manage BC multi-disciplinary resources to deliver service and products across one or more projects to your client(s).  Ensure that BC’s project delivery system (WorkSmart) is applied and that quality reviews are performed.
  • Operations.  As needed, provide input to local leaders and the Area leader to contribute sales data necessary to support goals for staff utilization, revenue, and project profitability.
  • Leadhership. Coordinate with other leaders in the California-Desert Business Unit to help meet office and regional goals; coach and mentor other staff to help them achieve their potential. 
  • Visibility. Promote BC exposure through support of selected regional and/or national conferences and committees.

Position Requirements:

  • Good understanding of and experience within the California Water Market, specifically related to large water conveyance projects.

  • A minimum 15 years experience in consulting and engineering services in the large civil sector with progressive responsibilities including business development and project delivery.

  • Proven track record of successfully bringing in and executing profitable assignments for clients and building key target client accounts

  • Excellent communication skills and experience in making technical and business presentations

  • Proven track record of successfully managing projects or programs and delivering on time and on budget while meeting or exceeding client expectations

  • Ability to properly scope out new business opportunities – this includes:

    • Identifying opportunities

    • Making critical decisions on whether or not to pursue the opportunities

  • Ability to motivate others and lead teams to implement plans for projects and client pursuits

  • Ability to oversee and drive the preparation of key proposals and deliverables

  • BS engineering required; MS degree preferred

  • PE license or related professional registration required

  • Excellent understanding of business drivers for clients and projects

  • Ability to represent the company with key clients and teaming partners for business and contract matters.

     

Join, Grow, Have Fun


We’re growing and having fun while doing it. Brown and Caldwell provides a comprehensive benefits program and a culture that promotes employee performance and success. We recognize that you are looking for a career path with opportunities to grow personally and professionally. We have a strong focus on employee development and offer defined advancement through our Career Path Framework; tuition reimbursement; honorariums for papers and presentation as well as project management training (BC is a PMI Registered Education Provider). Our work environment promotes a flexible and collaborative culture, an extensive knowledge-sharing infrastructure and more. Our values of working hard and with integrity combined with learning, growing and having fun make Brown and Caldwell your employer of choice.

This position is subject to a pre-employment background check and a pre-employment drug test.

Brown and Caldwell is proud to be an EEO/AAP Employer-Minorities/Women/Disabled/Protected Veterans are encouraged to apply.  
 




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