Relationship Manager- Metrolinx

Overview

At GHD, we don\\\’t just believe in the power of commitment, we live and breathe it every day. 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 Metrolinx Key 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 personalized experience and solutions that meet Metrolinx\\\’s vision and objectives. This includes evaluating and considering how other agencies interact with Metrolinx (e.g., TTC, Infrastructure Ontario, Ministry of Transportation) in shaping the Province\\\’s transportation infrastructure, transit orientated communities, mobility hubs and urban development vision. Your goal is to connect the potential across GHD and introduce Metrolinx 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.
• Client Relationship Development: Develop and implement a Client Interaction Plan for Metrolinx 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 Metrolinx 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 Metrolinx 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 Metrolinx organisation. 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 client\\\’s 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 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 Group meetings.
• Diversity of Service Offering: Work with the Ontario Region\\\’s Market Leaders and Relationship Managers to bring a broad and diverse service offering to Metrolinx representing the full capabilities of GHD. Drive continued innovation and the integration of Digital and Advisory solutions 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 transit agency
• Deep experience understanding Ontario\\\’s infrastructure opportunities and challenges and impacts on connecting and moving people.
• Understanding of design, construction, operation and maintenance of transit systems including LRTs, Subways and Commuter rail
• 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 for Metrolinx and / or other related Provincial Agencies or Ministries
• Demonstrated understanding of how the Metrolinx 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

LI-AD1

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.

About Us

Take on some of the world\\\’s toughest challenges – with GHD supporting you every step of the way.

We\\\’ll give you control over your career, empower you to find innovative solutions and help you create a lasting impact.

See where your commitment could take you with GHD.

Our Pledge to You

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 empower our people to make a positive impact. Combining our deep technical expertise with the capabilities of our clients and partners, we respond to some of the most complex challenges facing our planet today.

See where your commitment could take you.

That\\s the #PowerOfCommitment

Who we are

GHD is a global professional services company that leads through engineering, architecture, and construction expertise. We are an employee-owned company with over 11,000 diverse and skilled individuals, across more than 200 offices spanning five continents.

The Power of Commitment is our brand promise. It\\\’s what makes us different. We are bound to our stated vision and determination to address humanity\\\’s most urgent needs : to make water, energy and urbanisation sustainable for generations to come.