Relationship Manager-City of Toronto

At GHD, we don’t just believe in the power of commitment, we live and breathe it every day. 
That’s why we pledge to support and empower all of our people to make a positive impact when working hand in hand with our business to drive change. We'll help you accelerate your career and empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you'll make an impact that is felt by all. See where your commitment could take you. 

Who are we looking for?  

As Relationship Manager for our City of Toronto Growth Client, within GHD’s Enterprise Client Program, you will represent our client’s voice and play a crucial role in executing our client-focused strategies. You will exemplify world-class client relationship management, demonstrating empathy and leadership, responsible for leading a high-performing Client Engagement team that delivers personalised experience and solutions that meet the City of Toronto’s vision and objectives. This includes evaluating and considering how other agencies interact with the City of Toronto (eg. TTC, Waterfront Toronto) in shaping the City’s infrastructure, community, mobility and urban development vision. Your goal is to connect the potential across GHD and introduce the City of Toronto to our full breadth of services to meet their growing and changing needs. Strong relationships with the client and the achievement of GHD’s revenue and profitability targets will be your measures of success.

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, 3 days a week to contribute, connect and excel in our vibrant environment. This role can be based in any of our GTA offices - Toronto, Mississauga, Markham or Whitby. 

Passionate about client relationships, you will work across markets and technical disciplines to represent the client's perspective, identify growth opportunities, and share best practices. You will be empowered to influence, lead and drive change. Working with an energetic and high performing team, you will be involved in:

Responsibilities:

• 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. 
• 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.
• 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.
• 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
• 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. 
• Client Experience: Actively seek client feedback, improve satisfaction, resolve complex issues quickly, and collaborate with teams for effective resolutions
• 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).
• 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
• Industry Networking: Represent and promote GHD at networking events, professional and industrial associations, society meetings, conferences, and tradeshows

Education

• Professional Engineer, Professional Project Manager or related disciplines

Experience

• Minimum of 10+ years’ experience leading client management, business development or delivering programs and services for a municipality or large City
• 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
• 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
• Demonstrated understanding of how the City of Toronto functions and interfaces other municipalities, agencies, the Province or other Ministries across Ontario
• Experience with corporate strategic planning initiatives and a demonstrated ability to develop and operationalize successful strategies
• 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 
• 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
• Proven ability to work and thrive in a fast-paced, dynamic environment under tight deadlines. 
• 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 
• Willingness and ability to travel within the GTHA

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EEO Statement: As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.