Senior Client Service Manager (Water/ Wastewater/ Infrastructure)

Job Description

We are seeking a Senior Client Service Manager (CSM) to lead strategic client development for priority municipal clients in the West region. This role is designed for an experienced relationship leader who understands municipal operations, major capital program funding and delivery, and the challenges of affordability, regulatory compliance, and community expectations.

 

As the strategic business partner for assigned clients, you will strengthen relationships, enhance client satisfaction, and position our firm to win work that aligns with both client missions and our firm’s growth strategy. This position sits at the intersection of client strategy, project delivery, business development, and long-term partnership.

 

Relationship Leadership

• Build and maintain executive-level relationships with municipal leaders.
• Lead a Client Service Team to drive multi-level engagement across our organization and the client’s.
• Maintain a deep understanding of client priorities, pressure points, and long-term plans.
• Translate client insights into actionable strategies that position our firm to win work and expand partnerships.

Client Strategy and Growth

• Align client challenges with our full suite of services and differentiators.
• Own growth outcomes for assigned clients, including sales, revenue stability, and profitability.
• Drive winning work by leading opportunity development—guiding capture planning, positioning, and proposal development strategies to secure new projects and programs.
• Partner with Area Growth Leaders, Area Directors and associated Enterprise organizations to establish and execute a targeted investment strategy.

Client Experience and Delivery Integration

• Collaborate with Project Directors and delivery teams to confirm client satisfaction across active projects.
• Identify and address performance risks early, safeguarding consistent delivery of high-quality work.
• Leverage active delivery to reinforce value and position for follow-on work and strategic expansion.

Accountability and Business Planning

• Lead client growth and business planning processes, establishing clarity of goals, investments, and expected ROI.
• Track relationship health, opportunity pipeline, and competitive insights.
• Foster a lifecycle view of client needs from planning through design, construction, and operations.
• Understand and track competitor’s performance (i.e., wins, losses, market share with client, key staff).
• Develop relationships with other firms for intelligence sharing and securing teaming arrangements.

Internal and External Advocacy

• Serve as the internal advocate for the client, ensuring decisions reflect partnership needs.
• Represent the firm externally with professionalism, credibility, and a deep understanding of technical capabilities.
• Serve in a leadership capacity within professional organizations or NGOs that enhance our brand presence in the marketplace, foster client relationship-building, and create opportunities to connect with potential teaming partners.

What Success Looks Like

• Trusted advisor status with key client decision-makers.
• High client satisfaction validated by feedback and relationship health indicators.
• Predictable growth through proactive pursuit positioning and insight—not reactive mentality.
• Win strategic work consistently through disciplined capture planning and compelling proposals.
• Acting as a results-driven influencer who shapes client-focused strategies and activities that deliver measurable sales and profit.
• Strong collaboration among CSMs, Project Directors, technical teams, and marketing partners.

 

Responsibilities

• Own and execute a multi-year client growth strategy aligned with BC and client business objectives.
• Develop and advance the client business case, including revenue targets, service expansion, and positioning milestones.
• Secure and deliver profitable work while managing risk exposure.

• Lead the performance of the full client portfolio (projects and pursuits) to achieve revenue, margin, and backlog targets.
• Maintain utilization aligned with portfolio expectations.
• Provide regular performance calibration with Business Unit and Area/Market leadership.

• Build and lead an engaged, high-performing Client Service Team (CST) with clear accountability.
• Coordinate resources across business lines and engage SMEs to expand service breadth.
• Mentor developing team