Relationship Manager- City of Toronto

Overview

Lead client relationship and growth strategy for the City of Toronto within GHD.

Key Responsibilities

• digital delivery
• strategic planning
• client management
• account growth
• team mentoring
• industry networking

Tasks

-Diversity of Service Offering: Work with the ON Region’s Market Leaders and Relationship Managers to bring a broad and diverse service offering to the City of Toronto representing the full capabilities of GHD. Drive continued innovation and the integration of Digital delivery into the Client Account offerings, including new developments in project delivery and execution -Collaboration: Engage with Market Leaders and other Enterprise Client Relationship Managers, to position and win multidisciplinary projects within the Region. Act as a mentor to our next generation of Business Development Leads including Key Client Coordinator. Act as a client representative at Tender Review Groups (TRGs). -Client Focus: 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. Collaborate internally and work as the client champion, supporting effective project delivery, including serving as a Project Director on appropriate projects/programs. Adopt a solution architecture mindset to identify growth opportunities, new innovations, and deliver tailored solutions, while sharing insights and best practices. -Strategic Growth Planning: Lead the creation and execution of yearly Growth Plan for the City of Toronto key account, focusing on a 3–5-year horizon that enables GHD’s strong growth aspirations. Drive financial performance by setting ambitious goals, monitoring data to inform investment decisions; and achieving growth targets. -Customer Relationship Management / Account Management: Develop and implement a Client Interaction Plan for the City of Toronto to identify and build relationships with relevant decision-makers and influencers within the organisation and to enable effective two-way flow of information and resolution of issues. Partner with the Executive Sponsor for the City of Toronto key account to intentionally build top-level relationships within the client to deepen the connection with GHD. This role involves promoting GHD’s Brand, advocating for the organization's capabilities and experience, monitoring developments in the trends of public spending and regulatory developments, and ensuring compliance with relevant laws and regulations. -Client Account Operations: Develop and implement an effective key client business plan including a client engagement and zipper plan across the City of Toronto. Identify, develop and maintain an opportunities pipeline for projects and pursuits. Responsible for engaging with project delivery teams to provide client preference guidance during bid and delivery phases. Responsible and accountable for the financial performance (revenue, backlog, performance KPIs) of this account as part of the enterprise client program -Key Account Management: Lead and mentor a high-performing Client Engagement Team dedicated to solving the client’s most challenging problems through technical skills, innovative solutions and elevated experiences. -Industry Networking: Represent and promote GHD at networking events, professional and industrial associations, society meetings, conferences, and tradeshows

Requirements

• professional engineer
• project manager
• salesforce
• strategic planning
• 10+ years
• stakeholder engagement

What You Bring

-Demonstrated understanding of how the City of Toronto functions and interfaces other municipalities, agencies, the Province or other Ministries across Ontario -Client Experience: Actively seek client feedback, improve satisfaction, resolve complex issues quickly, and collaborate with teams for effective resolutions -Minimum of 10+ years’ experience leading client management, business development or delivering programs and services for a municipality or large City -Successful experience in forming strong and collaborative relationships with clients and internal team members across a broad geographical reach, bringing understanding of the challenge of change across large businesses -Willingness and ability to travel within the GTHA -Highly developed stakeholder engagement skills, recognising empathy and social cues and addressing needs with tact and sensitivity to foster strong rapport -Skilled at interpersonal communication and maneuvering through ambiguity or complexity, people-related dynamics and (at times) contradictory information to solve problems -Proven ability to work and thrive in a fast-paced, dynamic environment under tight deadlines. -Professional Engineer, Professional Project Manager or related disciplines -Experience working with the City of Toronto, similar municipalities or government entities such as TTC, Waterfront Toronto, Build Toronto that play a critical role in building a thriving City of Toronto -Experience with corporate strategic planning initiatives and a demonstrated ability to develop and operationalize successful strategies -Experience directly and indirectly managing business teams and resources (operational managers, project managers, staff, contractors and vendors) for the development of business solutions to achieve corporate objectives -Possess good understanding of CRM tools such as Salesforce, be able to interpret market data and trends, using Business Intelligence or other analytical tools to produce monthly updates for Regional Leadership

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About Ghd

-With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions. -The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings. -Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities. -The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

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