Managing Client Services Director (Water/Wastewater/Infrastructure)

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.

The Senior CSM role represents the highest level of client leadership within Brown and Caldwell. This role reflects sustained success in developing strategic accounts, delivering significant profitable revenue, and positioning BC as a long-term enterprise partner. A CG4 shapes multi-year client strategy, leads complex portfolios, and drives measurable business growth across service lines and regions. 

The Senior CSM sets the strategic direction for the Client Service Team (CST), defining and communicating a clear future-state vision aligned with both BC and client business objectives. They translate market intelligence, industry trends, and stakeholder priorities into actionable strategies that expand relationships, strengthen competitive positioning, and elevate BC’s value. 

This role maintains and expands executive-level relationships while aligning client organizations with BC’s technical expertise and enterprise capabilities. The CG4 oversees portfolio performance, ensuring delivery excellence, profitability, risk management, and long-term growth. They lead the CST in administering active projects and pursuits, balancing strategic development with selective project.  

Responsibilities 

• Serve as CSM for one to three Type I clients, including at least one top-tier Area or Market Sector client. 
• Lead and administer complex client portfolios (projects and pursuits) to achieve sustained revenue growth, profitability, and strategic expansion. 
• Own and execute multi-year client growth strategies and business cases aligned with 1-, 3-, and 5-year milestones; calibrate performance quarterly with Business Unit and Area/Market leadership. 
• Define and communicate a clear client vision to the Client Service Team (CST), ensuring alignment with BC and client business objectives. 
• Build, lead, and coach high-performing CSTs, establishing accountability for growth, delivery excellence, and risk management. 
• Engage and align enterprise-level SMEs and Delivery leaders (minimum five) to expand service breadth and deepen strategic impact. 
• Maintain executive-level, trusted advisor relationships and structured client engagement (minimum 20% direct engagement). 
• Lead communication of BC’s value proposition through measurable outcomes recognized by the client and oversee the full client experience across project lifecycle stages. 
• Identify, assess, and manage enterprise-level risks affecting both client and BC performance. 
• Ensure accurate client data and portfolio visibility within BC systems to support governance and decision-making. 
• Collaborate with Business Unit leadership on resource planning, investment decisions, and staffing strategy tied to client portfolio performance. 
• Flexibility to adapt and execute various additional assignments based on evolving needs. 

Mentorship  

• Provide mentorship, guidance, support, and knowledge-sharing to help less experienced team members develop their skills and grow within their roles.  

Skills and Competencies 

• Enterprise-level capability in managing complex, high-value client portfolios to drive sustained revenue growth, profitability, and st