Client Operations Manager Jobs in Lorain, OH (NOW HIRING)

Department: Project Management

Employment Type: Full Time

Location: Cleveland, OH

Help Build a More Sustainable, Healthy, and Resilient World.

Are you passionate about shaping the built environment and looking for a workplace that truly puts people first?

At HEAPY, we believe great work starts with a Colleague First culture—one that supports growth, encourages development, and values flexibility. We’re a fast-growing, forward-thinking firm committed to empowering our people through meaningful work, strong relationships, and shared values.

HEAPY is seeking a Client Manager to join our Healthcare practice based out of our Cleveland, OH office. Here, you’re more than a title—you’re a valued team member. We invest in your growth and potential and provide opportunities to be yourself, do impactful work, and help create healthier communities for the future

SUMMARY

The Client Manager leads projects for new clients to ensure strong fiscal performance, high‑quality delivery, and an exceptional client experience, supporting HEAPY’s mission to create sustainable and resilient environments through a collaborative, client‑focused approach. 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. This position oversees the full project lifecycle, from proposal through closeout, across design engineering, commissioning, energy optimization, sustainability, ICT, and related services. Responsibilities include optimizing financial outcomes, quality, and service delivery through clear communication, accurate scope definition, and effective management of schedule, cost, cash flow, resources, and risk. Individuals may pursue either design or sales‑aligned pathways based on business needs and career interests

Colleagues in this position have responsibility for managing medium to large‑sized projects with a fee for services between $500,000 - $750,000 requiring support from multiple Practices or Service Sectors. This position has an increased role in client management and business development focusing on expanding our relationships with new and existing clients.

• 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).
• Successful track record of cultivating client relationships.
• Professional registration is preferred.

• DUTIES & RESPONSIBILITIES
• Guides HEAPY service delivery to ensure consistency with the appropriate service operating procedures and identified milestones.
• Oversees project execution with a strategic focus on profitability, ensuring efficient resource allocation, cost control, and streamlined workflows.
• Leads project costing and bid/proposal preparation.
• Manages projects with fees exceeding $250K,
• Drives project quality by ensuring deliverables meet HEAPY standards, client expectations, and all regulatory requirements. This includes proactively identifying and resolving issues to maintain accuracy, consistency, and technical excellence.
• Assumes 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.
• Leverages newly established client relationships to open doors to new owners and expand connections within their networks to continue to build business opportunities.
• Establishes client – HEAPY – architect - construction manager liaison network to keep all interested parties informed of project communication, planning, schedule, business development, and work progress.
• Collaborates 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 sees that responsibilities are assigned, and execution of tasks are initiated and completed according to schedule.
• For initial projects, holds or participates in regularly scheduled project progress review meetings to ensure that:
  • A project contract’s terms, conditions, and specifications are met.
  • Project personnel adhere to federal and state regulatory requirements and company policies.
  • Delays and cost overruns, at best, are entirely avoided, or, at worst, kept to a minimum.
  • Resource requirements, equipment, materials, and quality problems are recognized for timely intervention and resolution.
• Represents the HEAPY culture, maintains colleague morale, and interacts appropriately with client counterparts.
• Upholds a strong quality culture through clear expectations, thorough reviews, and continuous improvement.
• Ensures information for progress billing purposes is submitted correctly and on time.
• In partnership with project managers, meets with client management as necessary during a project’s terms to resolve issues and upon project completion to obtain final client approvals.
• Participates actively in the client feedback process and maintains a leadership role in understanding client comments, positively engaging with the client when opportunities to improve performance and services are identified.
• Engages clients to understand potential service needs and works through those opportunities to the proposal stage and final sale.
• Engages in consistent client follow‑up, identifying and cross‑selling opportunities in partnership with business development partners.
• Reports on client management activities and opportunities using the Customer Relationship Management (CRM) system.
• Collaborates 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.
• Takes ownership of or executes 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.
• Proposes solutions for project risks and scope management/fee management issues.
• Additional responsibilities as requested/needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• 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, which include 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 oneself 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 (<30%)
• Ability to perform distant travel as needed (<15%)

• 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