Client Administrator

Roles and responsibilities

• Setting a new regional standard for key client account management, ensuring closer alignment with WSP’s global client programme.
• Designing and curating exceptional client experiences to deepen engagement and satisfaction.
• Developing strategic growth plans in collaboration with clients to align their business needs with WSP’s capabilities.
• Building and strengthening client relationships to achieve long-term partnerships.
• Team leadership of key account leads, fostering a culture of growth, collaboration and innovation.
• Ensuring our account plans are regularly updated, and all client records are accurately reflected in our Client Relationship Management (CRM) tool.
• Collaborating with Work Winning teams to contribute to key large-scale and complex strategic pursuits win strategies.
• Reporting on Client Programme progress to senior management
  

We'd love to hear from you if you have:

• Bachelor's degree in Business, Engineering, or a related field.
• Proven experience in business development, ideally managing/leading key client accounts.
• Demonstrated ability to design and implement client journeys that drive exceptional customer satisfaction and loyalty.
• Strong understanding of customer experiences principles and the ability to embed them into account management strategies.
• Excellent project management skills with the ability to manage multiple client accounts simultaneously.
• Exceptional communication and interpersonal skills, with the ability to influence and negotiate effectively.
• Detailed knowledge of, and experience in, the market and industry trends in the Middle East region.
• A passion for client success and driving innovative solutions to address their needs.

Desired candidate profile

1. Client Relationship Management

• Client Liaison: Serving as the primary point of contact for clients, building and maintaining strong, long-term relationships to ensure client satisfaction.
• Understanding Client Needs: Gaining a deep understanding of the client’s business goals, challenges, and requirements. Translating this knowledge into tailored solutions that address client needs effectively.
• Client Communication: Maintaining regular communication with clients, providing updates on progress, managing expectations, and addressing concerns promptly. Ensuring that clients are always informed and engaged throughout the project lifecycle.

2. Project Oversight and Coordination

• Project Management: Overseeing the execution of projects to ensure that deliverables meet client expectations in terms of quality, budget, and schedule. This may involve setting timelines, assigning tasks, and coordinating resources.
• Team Coordination: Collaborating with internal teams (e.g., design, engineering, production, or account management) to ensure alignment and efficient delivery of services. Coordinating activities and ensuring that all team members understand the client’s vision.
• Budget and Cost Management: Monitoring project budgets, ensuring that services are delivered within the agreed financial parameters, and identifying opportunities for cost optimization.
• Risk Management: Identifying potential risks to the project or relationship, developing mitigation plans, and resolving any issues that arise promptly to minimize disruptions.

3. Client Satisfaction and Service Delivery

• Ensuring Quality: Ensuring that all deliverables meet or exceed the client’s expectations in terms of quality, functionality, and performance.
• Continuous Improvement: Proactively seeking feedback from clients to identify areas for improvement and making recommendations to enhance service delivery.
• Problem Solving: Addressing and resolving any issues or challenges that arise during the project, ensuring that client concerns are managed professionally and efficiently.
• Post-Delivery Support: Offering ongoing support and maintenance (if applicable) after project completion to ensure long-term client satisfaction and retention.

4. Strategic Planning and Business Development

• Identifying New Opportunities: Identifying opportunities for expanding services within existing client accounts or for bringing new services to the client, contributing to revenue growth.
• Upselling and Cross-selling: Working closely with the sales or business development team to present additional offerings to clients based on their evolving needs.
• Client Retention Strategies: Developing and executing strategies to build strong client loyalty, ensuring repeat business and long-term relationships.

5. Negotiation and Contract Management

• Contract Negotiation: Leading discussions and negotiations with clients regarding the terms of contracts, ensuring that the agreement is mutually beneficial for both parties.
• Scope Definition: Clearly defining the scope of work, deliverables, and timelines in collaboration with the client and internal teams, ensuring that expectations are aligned from the outset.
• Change Management: Handling contract modifications, change orders, or scope creep, and ensuring that the client understands the impact on costs, timelines, and deliverables.

6. Client Reporting and Feedback

• Reporting and Documentation: Preparing and presenting regular progress reports, performance metrics, and status updates to the client. Ensuring that documentation is clear, accurate, and delivered on time.
• Client Feedback: Actively seeking client feedback throughout the engagement and using that feedback to adjust strategies, improve performance, and enhance future service offerings.

7. Leadership and Team Support

• Leadership: Providing leadership to internal teams working on the client account, motivating them to deliver high-quality work that meets client expectations.
• Mentoring: Supporting junior team members by providing guidance, sharing industry knowledge, and helping them develop their client management and project management skills.
• Collaboration: Fostering a collaborative and inclusive working environment that ensures all team members are engaged and working toward common goals related to client satisfaction.

8. Market and Industry Knowledge

• Industry Expertise: Having a deep understanding of the client’s industry, challenges, trends, and competitive landscape. Leveraging this knowledge to provide valuable insights and strategic recommendations to clients.
• Competitive Intelligence: Keeping up to date with competitors and market trends, using this information to maintain a competitive edge and offer relevant solutions to clients.