Client Manager

About the Role

HEAPY is seeking a Client Manager to join our Healthcare practice based out of our Cleveland, OH office. This role builds confidence with new clients by successfully initiating and managing first‑time projects, naturally expanding HEAPY's network, and strengthening long‑term relationships. The Client Manager oversees the full project lifecycle, from proposal through closeout, across design engineering, commissioning, energy optimization, sustainability, ICT, and related services. Individuals may pursue either design or sales‑aligned pathways based on business needs and career interests.

Responsibilities

• Guide HEAPY service delivery to ensure consistency with appropriate service operating procedures and identified milestones.
• Oversee project execution with a strategic focus on profitability, ensuring efficient resource allocation, cost control, and streamlined workflows.
• Lead project costing and bid/proposal preparation.
• Manage projects with fees exceeding $250K.
• Drive project quality by ensuring deliverables meet HEAPY standards, client expectations, and all regulatory requirements, including proactively identifying and resolving issues to maintain accuracy, consistency, and technical excellence.
• Assume a pivotal role in identifying and pursuing opportunities to initiate and introduce HEAPY service offerings within new accounts and across all verticals of the business; leverage newly established client relationships to open doors to new owners and expand connections within their networks to continue to build business opportunities.
• Establish client–HEAPY–architect–construction manager liaison network to keep all interested parties informed of project communication, planning, schedule, business development, and work progress.
• Collaborate with the Practice Director, Operations Manager, practice design managers, and project managers to form a project work team as appropriate with new clients/projects and ensure responsibilities are assigned and execution of tasks is initiated and completed according to schedule.
• For initial projects, hold or participate in regularly scheduled project progress review meetings to ensure:
  • Project contract terms, conditions, and specifications are met.
  • Project personnel adhere to federal and state regulatory requirements and company policies.
  • Delays and cost overruns are, at best, entirely avoided, or, at worst, kept to a minimum.
  • Resource requirements, equipment, materials, and quality problems are recognized for timely intervention and resolution.
• Represent the HEAPY culture, maintain colleague morale, and interact appropriately with client counterparts.
• Uphold a strong quality culture through clear expectations, thorough reviews, and continuous improvement.
• Ensure information for progress billing purposes is submitted correctly and on time.
• In partnership with project managers, meet with client management as necessary during a project's terms to resolve issues and upon project completion to obtain final client approvals.
• Participate actively in the client feedback process and maintain a leadership role in understanding client comments, positively engaging with the client when opportunities to improve performance and services are identified.
• Engage clients to understand potential service needs and work through those opportunities to the proposal stage and final sale.
• Engage in consistent client follow-up, identifying and cross-selling opportunities in partnership with business development partners.
• Report on client management activities and opportunities using the Customer Relationship Management (CRM) system.
• Collaborate with business development on strategic account development, including actively pursuing new opportunities and expanding relationships with existing clients through consistent follow-up, relationship management, and value-driven solutions.
• Take ownership of or execute capture strategies, ensuring alignment with client needs and HEAPY's services, from early positioning through proposal and award, while collaborating with internal teams to maximize win probability.
• Propose solutions for project risks and scope management/fee management issues.
• Additional responsibilities as requested/needed.

Qualifications

• 4-year degree or equivalent years of project management experience in the Built Environment.
• At least 8–10 years of experience in design or process engineering, consulting engineering or A/E, plant operations or start-up, commissioning, and/or energy engineering, and/or field construction (or equivalent working knowledge/experience).
• Professional registration is preferred.

Skills & Physical Requirements

• Ability to remain sedentary at a workstation for long periods of time while operating a keyboard and using a computer screen.
• Ability to communicate in person and via phone with other individuals.
• Possession of reliable transportation to and from the project.
• Ability to work in all elements of indoor and outdoor environments, including heat, cold, rain, snow, wind, etc.
• Ability to access all areas of the job site with activities that include ascending and descending stairs, scaffolding, ladders, navigating elevation changes, etc.
• Capable of working in physical positions that may include maneuvering into different positions traditionally achieved by kneeling, sitting, standing, squatting, bending over, etc.
• Ability to move, transport, or position items weighing up to 25 lbs.
• Ability to apply established protocols and practices in a timely manner and follow safety guidelines for both the company and clients.
• Ability to gather, organize, and evaluate information related to projects and calculations (such as finances, timelines, etc.).
• Ability to perform local travel; ability to perform distant travel as needed.

Benefits

• Built for People, Not Just Projects – a collaborative, colleague-first culture where you can do your best work.
• Thrive with HEAPY Benefits – premium medical, dental & vision coverage designed with you in mind.
• Invest in Your Future – 401(k) with competitive contributions to help you plan ahead.
• Be Rewarded for Your Impact – 10–15% annual bonus potential tied to company performance and your contributions.
• Own Your Time – open PTO and paid sick time that gives you the flexibility to recharge when you need it.
• Wellness Week – we hit pause the final week of the year so you can rest, reset, and reflect.
• Feel Your Best – annual wellness benefit bonus focused on your overall well-being.
• Grow with Purpose – annual professional development stipend to support your career goals.