HNTB Client Service Leader - Sound Transit in Bellevue, Washington
What We're Looking For Responsible for developing and leading a multi-faceted team in creating and executing a plan that achieves HNTB's strategic goals and growth objectives with a major public transportation client. Builds and leads a Client Service Team (CST) to include individuals best suited to achieve strategic goals. Organizes the team to match the client' s organizational structure and align with HNTB's objectives. Leveraging the team, discovers and fully understands the values of the client organization and key personnel. Triangulates discovery at all levels to ensure an accurate view of client values and needs. Leverages all HNTB resources to deliver extraordinary value to the client. Develops a three-year Client Strategic Plan (C-STRAT) and ensures HNTB is organized to execute on all items to achieve the three-year outcomes. Collaborates with HNTB National, Regional, Division, and Office leadership to determine and achieve HNTB's annual sales goal with the client.
Preferred Qualifications and Skills
Master's degree in Architecture, Business, Engineering, Planning, Public Administration, Political Science, Government Affairs or relevant degree
15 years of progressive experience in the public transportation industry with demonstrated strategic planning, business development, and client management ability. An understanding of the delivery lifecycle and related components of large transit projects is also preferred.
Possess and demonstrate the ability to build and maintain strong relationships with Sound Transit, elected officials, and other public transportation industry influencers in the Puget Sound region.
Willingness and desire to actively participate in local, regional, and national public transportation industry and other business organizations.
Collaborative: Carefully considers who needs to be involved in situational analysis, effective decision making, implementation planning and reassessments for purposes of getting the best outcome and development of people.
Develops Others: Builds teams. Has a sincere interest in the career development of others; creates growth opportunities. Has loyal relationships at all levels.
Success Oriented: Persistent, willing to give extra effort and initiative. Understands what drives success, uncovering what is really important to success in any situation. Does not confuse activity with results.
Judgment: Able to assess people and situations, to accurately form opinions based on information, experience and interference. Makes effective decisions and follows through on them.
Vision: Able to determine the rights things to do, sound strategic orientation, providing break-through ideas that position the firm for success now and in the future, and enlisting others by drawing on shared aspirations.
What You'll Need
Understands the client's annual program for consultants (3-5 year look ahead), how they plan to use consultants and how that could change over time. Understands external influences on the client organization, including legislative or policy changes, interagency relationships, campaigns, elections and other government relations matters. Takes appropriate action to support the client' s needs in combination with HNTB's capabilities. Coordinates with the CST to identify opportunities to expand/grow existing/new services with the client. Working in collaboration with Division and Office Leaders and the CST, identifies program/project opportunities and ensures all components are documented in HNTB's Client Resource Management (CRM) system. Is part of all pursuit decision making discussions and ensures all information is ready and available to determine the best pursuit decisions.
Through HNTB’s process of Client Discovery, helps the client imagine new programs/projects/initiatives that could advance their strategic goals. Coordinates with HNTB resources locally and nationally for further development. Anticipates client needs and proactively develops information, data, materials or activities that help achieve success. This includes but is not limited to: coordinating with HNTB strategic and technical leaders to develop white papers or other analysis; conducting technical working sessions and design charrettes; and facilitating development of success management sessions.
Leads the CST in all activities, including annual planning, regular monthly meetings, quarterly readiness reviews and other activities. Develops an annual Client Strategic Plan (C-STRAT) that establishes client service and growth goals, including an annual sales goal.
Collaborates with an HNTB executive leadership to gather insights and ideas on how to strengthen relationships and add value to the client. This includes identifying, leveraging and deploying national resources and external resources. Monitors progress toward achieving client goals (annual and three year), and collaborates directly with the Division President and Office Leader(s) to identify and deploy needed resources. Leverages communication with other client service leaders (CSLs) to share best practices and lessons learned. Regularly triangulates this information to achieve best outcomes for HNTB and our client.
Builds and strengthens relationships at all levels within the client organization, including the board, executive leadership, department management and key staff. Develops and maintains a regularly updated client map as a tool to document existing relationships, identify gaps, and identify actions needed to build/deepen relationships within the client organization and with external and other critical influencers.
Evaluates HNTB competitors to establish a competitive strategy that supports HNTB's position and growth with the client and can be operationalized to support specific pursuits. Manages client satisfaction, including engaging the appropriate resources to conduct client audits and client debriefs and internal After-Action Reviews (AAR’s). Ensures compliance with HNTB Sophisticated Planning Approach (SPA) and Sophisticated Sales Approach (SSA), as well as other standard operating procedures and business processes. Shares intelligence from client debriefs to help inform actions needed to improve delivery or better position HNTB for future pursuits.
Bachelor's degree in Architecture, Business, Engineering, Public Administration, Government Affairs or relevant degree.
10 years of progressive business development experience, relevant to the field/industry of the super client.
Visa sponsorship is not available for this position.
For more than a century, HNTB has helped deliver infrastructure solutions that best meet the unique needs of our clients. With client relationships spanning decades, we understand infrastructure life cycles and have the perspective to solve technical challenges with clarity and imagination. We are far more than a design firm. We see and help address far-reaching issues of financing, legislation, design, construction, community outreach and ongoing operations. As employee-owners committed to the highest levels of performance, we enable clients to achieve their goals and inspiring visions.
Just like we are committed to delivering for our clients, HNTB is also committed to delivering for you by offering benefits to protect the health of you and your family, help you balance family and career, and build your savings for retirement. Learn more by visiting HNTB Total Rewards.
HNTB is an Affirmative Action and Equal Opportunity Employer .
HNTB does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, genetic information, citizenship status, or other status protected by law. We will provide reasonable accommodations for qualified individuals with a disability where appropriate.
In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States (if the position is or will be one which is subject to U.S. law).
Verification of employment eligibility will be required at the time of hire. Visa sponsorship is typically not available for entry level positions.
HNTB participates in E-Verify
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