Client Service Manager

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

We're Hiring a Client Service Manager!

The Role: The Client Service Manager will be the primary point of contact for dedicated clients that have large, ongoing contracts or clients that have been identified as a potential key account. The Client Service Manager will serve as the trusted technical advisor and accountable for developing deep, consultative relationships with their key clients while ensuring Xylem provides quality delivery of services and technical reports per the terms of the contract and the ongoing needs of the client. The Client Service Manager will also be accountable for continued growth of key contracts which aligns with the overall strategy of Assessment Services.

Essential Duties/Principal Responsibilities:

• Develop deep and wide relationships with multiple people within client organization, with emphasis on consultative mindset

• Utilize highly technical background to navigate a variety of technical discussions with key clients

• Track and monitoring current contracts, spend to date, NTE limits etc.

• Work closely with client to develop strategic roadmaps and plans for timing and scoping projects. 

• Develop and close task orders.

• Review and comment on project deliverables to ensure they meet the ongoing needs of the client and act as the voice of the client

• Identify opportunities for expansion and value-added solutions and work with client to include in scope

• Collaborate with other Xylem brands when needed to meet client’s needs.

• Consult with Field Delivery execution team to ensure quality, on-schedule and on-budget completion

• Work collaboratively with all internal and external stakeholders to manage and meet expectations

• Be client advocate; promote client program within industry, workshops, regional conferences etc.

• Provide mentorship and guidance to peers and team members while driving client satisfaction

• Coordinate and communicate forecasts/top line growth to leadership team

• Drive a positive, solutions-oriented culture by implementing positive leadership behaviors

• Xylem is a growth company and an important measure of success is revenue growth. It is expected that the revenue for the dedicated clients will increase year over year by a defined percentage

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• Bachelor’s degree in an Engineering or technical discipline, preferred

• Professional Engineering designation and/or Project Management Professional (PMP) designation; preferred

• 10+ years engineering/technical consulting/client facing field delivery project management experience required; preferably with pipes/utilities

• Demonstrated experience in contract review and delivery, budget management, typically gained through experience managing clients with large ongoing contracts or key accounts and expanding work into new areas/new clients

• Ability to develop and maintain short- and long-term client business plans

• Ability to manage key stakeholder interests, internally and externally, while at the same time managing conflicting priorities and business interests while keeping client needs at the forefront

• Demonstrates strong communication and presentation skills

• Demonstrated leadership qualities, including the proven ability to mentor and informally lead others, conflict and issue resolution and ability to motivate and inspire others

• Problem-solving and decision-making skills plus the ability to think laterally while offering creative solutions

• Ability to work logically and systematically, with good time management

• Proactive with a high level of attention to detail

• Xylem requires technical excellence and it is expected that the Client Service Manager instil this value by providing the best science, engineering, and technology in the industry.

Work Environment

• Office: Standard office equipment; work usually performed in an office setti