Title: National Mission Critical Client Leader Location:Colorado Springs, Colorado, United States Job Description: DLR Group is an integrated design firm with a promise to elevate the human experience through design. This fuels the work we do around the world and inspires our mission to improve the lives of our clients, our communities, and our planet. If this sparks your interest, you’re in the right place. DLR Group is seeking a Client Leader for our rapidly expanding Mission-Critical practice to drive strategic growth, nurture client partnerships, and lead project success. In this role, you will help shape the future of digital infrastructure and operationally essential environments from hyperscale data centers to emergency operations and high-performance industrial facilities. As a trusted advisor and relationship builder, you will guide clients through complex technical programs, ensuring alignment between their mission, operational demands, and the integrated design solutions we deliver. You will serve as a market-facing leader who elevates our practice brand, expands key client partnerships, and champions excellence in project delivery and client satisfaction. Our firm operates within a hybrid work model, supporting flexibility between office time and work from home. Live somewhere other than the listed locations? DLR Group has a network of 30+ studios across the United States. For this role, we encourage exceptional applicants nationwide. Position Summary As a Mission Critical Client Leader, you will play a key role in business development, client stewardship, and project leadership across mission-critical market sectors. You will be responsible for cultivating long-term client relationships, leading complex pursuits, structuring contracts, and ensuring the strategic and financial success of multiple concurrent projects. You will partner closely with Project Managers, Design Leaders, engineering partners, and sector leadership to align client expectations, elevate project delivery, and ensure seamless communication from pursuit to completion. In addition, you will support and mentor teams, contribute to strategic planning, and reinforce DLR Group’s integrated design culture. This role is ideal for a proactive, relationship-driven leader who thrives in a dynamic, technical market and is passionate about shaping the next generation of resilient infrastructure. The Successful Candidate Will Lead Client Relationships & Strategic Growth - Cultivate and expand relationships with mission-critical clients, hyperscale operators, colocation providers, and critical operations agencies - Serve as a trusted advisor, deeply understanding client mission, technical requirements, risk profiles, and operational priorities - Lead strategic pursuits, including qualification packages, proposals, interviews, and relationship-building initiatives Drive Project & Financial Success - Guide project execution from early strategy through post-occupancy, ensuring alignment with quality, schedule, and budget goals - Partner with Project Managers on staffing plans, fee development, resourcing, and scope management - Oversee invoicing, accounts receivable, and financial performance across multiple projects and clients - Manage contract negotiations, amendments, and change requests with a focus on clarity, transparency, and value Champion Integrated Project Delivery - Collaborate closely with Design Leaders, engineers, and technical specialists to integrate client goals with design excellence - Facilitate decision-making and communication across internal and external teams - Support seamless coordination between technical disciplines, vendors, and specialty consultants unique to mission-critical delivery Serve as a Mission Critical Market Voice - Represent DLR Group in industry organizations, thought-leadership forums, and client events - Monitor industry trends, including energy, resiliency, sustainability, cybersecurity, and technology, to inform client solutions - Help position DLR Group as a leader in the mission-critical space through relationships, advocacy, and market intelligence Inspire Teams & Elevate Practice Culture - Foster a collaborative and accountable team environment with a focus on client service and technical excellence - Mentor staff on client engagement, proposal strategy, and project leadership skills - Support the advancement of DLR Group’s integrated design model and ESOP culture Required Qualifications - Bachelor’s degree in Architecture, Engineering, Interior Design, Construction Management, or a related field (professional licensure or certification strongly preferred) - 10+ years of AEC industry experience, including 5+ years in a client-facing role and proven experience in mission-critical or technically intensive sectors - Experience managing large-scale programs or portfolios for mission-critical, industrial, or hyperscale clients - Strong understanding of business development, contract negotiation, financial management, and project delivery practices - Excellent communication, relationship-building, and presentation skills - Ability to travel occasionally to support client and project needs - Must be eligible to work in the United States without the need for visa sponsorship Our comprehensive Benefits at DLR Group include medical, dental, vision, disability, wellness programs, flex spending, paid holidays, and paid time off. We also offer a 401(k) plan, employee stock ownership, and bonus opportunities. Compensation considerations are based on location, experience, and skills. The suggested pay range for this position is: Pay Range $145,000 - $185,000 USD DLR Group is an integrated design firm delivering architecture, engineering, interiors, planning, and building optimization for new builds, renovations, and adaptive reuse projects. We are 100% employee-owned: every employee is literally invested in our clients’ success. At the core of our firm are interdisciplinary teams engaged in every step of project lifecycles. Our teams champion true collaboration, open information sharing, shared risk and reward, value-based decision making, and proficient use of technology to deliver exceptional design. We are pursuing the goals of the 2030 Challenge, the ME2040, and the SE2050, and are an initial signatory of the China Accord and the AIA 2030 Commitment. Through our values – commitment, creativity, environmental stewardship, fun, integrity, ownership, sharing, teamwork – we elevate the human experience through design, together. DLR Group follows a four-day in-office work model, with employees having the flexibility to work somewhere other than the office on Fridays. We are proud to be an Equal Opportunity/Affirmative Action/M/F/Veteran/Disabled employer.

• Success will be determined by the ability to retain and grow revenue for the assigned book of business and exceed client expectations surrounding service excellence. • Being a champion for your clients, your ability to influence others to deliver results for your clients will also be a key factor in your success. • Understanding of the self-insured TPA environment is beneficial. • The Senior Client Manager is responsible for providing high-level consultative and strategic oversight for new or existing complex accounts to meet retention, service, and revenue targets. • Cultivates relationships with clients and brokers, identifies sales opportunities, and services accounts to expand the business and meet corporate and divisional sales/renewal objectives. • The Senior Client Manager and their client coordinators will be expected to support and service between 5 – 7 complex groups of clients. • The Senior Client Manager will maintain senior management-level contact with key client stakeholders and brokers. • Senior Client Managers may be designated as Coach/Mentors. Senior Client Managers with Coach/Mentor designations will have fewer clients assigned to them to allow for Coach/Mentor responsibilities.

• Serve as the senior onshore point of contact and strategic liaison between senior client contacts, internal stakeholders, and all relevant functional teams. • Own the account through the full transformation lifecycle, maintaining VP- and C-level relationships on the client side. • Oversee complex onboarding and existing work conversions to tech-enabled service offerings, ensuring initiatives go live on time. • Lead regular Executive Business Reviews (EBRs) and account health check-ins while establishing client-facing reporting and internal key metrics monitoring. • Act as the senior owner for service delivery performance across assigned strategic accounts, ensuring adherence to SLAs, KPIs, and contractual and operational obligations. • Initiate and oversee tech-enablement projects by collaborating with Service Delivery, internal and external tech partners, and key client contacts to define scope, approach, and execution. • Develop and deepen executive-level and senior stakeholder relationships, positioning ReSource Pro as a trusted advisor and strategic partner. • Identify expansion signals within the account and partner with Sales and Account Management to shape proposals, close opportunities, and support cross-tower growth. • Maintain current account documentation in Salesforce and completely own the account health record. • Lead and influence a 10–30 person cross-functional Pod team drawn from SDU, OpEx, Global Account Management, Tech Enablement, AI Factory, Operations Advisory, and Tech Services.

Location Designation: Fully Remote Business Unit: Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-size and large companies. Our work fosters a healthier, happier and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement and support these solutions directly impacting customers' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits and life insurance solutions. Role Overview: The Readiness Owner is responsible for driving operational readiness and change management activities across initiatives impacting Client Implementation, Client Readiness, and related Group Benefit Solutions operations. This role partners closely with Experience Owners, Project Managers, Technology teams, and cross-functional business stakeholders to ensure new processes, systems, and capabilities are successfully implemented and adopted. Supporting portfolio priorities and PI planning cycles, the Readiness Owner translates strategic objectives into executable readiness plans, aligns operational workflows across onboarding, implementation, and servicing functions, and helps ensure successful business outcomes with minimal disruption to day-to-day operations. What You'll Do: - Assess operational impacts of strategic initiatives and process changes, define readiness requirements, and develop comprehensive readiness plans aligned with project milestones, portfolio priorities, and implementation timelines. - Lead process engineering activities by mapping current and future-state workflows, identifying operational waste and process improvement opportunities, and developing documentation, SOPs, and supporting materials required to operationalize new capabilities. - Identify operational risks, gaps, dependencies, and reporting requirements, develop mitigation strategies, and proactively escalate issues that may impact implementation success or adoption. - Partner with Experience Owners, Project Managers, Technology teams, Client Implementation leadership, and business stakeholders to coordinate readiness activities, align expectations, and provide clear communication on readiness status, risks, and progress. - Support testing, readiness validation, go-live execution, and stabilization efforts by ensuring business workflows are accurately represented in testing, resolving readiness gaps, monitoring adoption, and facilitating successful transition to business-as-usual operations. What You'll Bring: Required Skills: - Bachelor's degree or equivalent professional experience in business operations, project management, organizational change management, or a related field. - Experience supporting operational readiness, business transformation, project delivery, or change management initiatives within a complex business environment. - Strong understanding of implementation, onboarding, servicing, or operational workflows and the ability to evaluate impacts across interconnected business processes. - Demonstrated experience with process mapping, workflow analysis, documentation development, and identification of process improvements that support operational excellence. - Strong communication, facilitation, and stakeholder management skills with the ability to influence and build alignment across cross-functional teams without direct authority. - Excellent analytical, problem-solving, organizational, and prioritization skills with the ability to manage multiple initiatives in a fast-paced environment. Preferred Skills - Experience working within Agile delivery environments, including PI planning, portfolio management, or large-scale transformation programs. - Familiarity with Group Benefits, insurance operations, client implementation, or service delivery organizations. - Knowledge of organizational change management methodologies, readiness assessments, and adoption measurement practices. - Experience developing training materials, job aids, standard operating procedures, and operational enablement resources. Pay Transparency Salary Range: $85,000-$115,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program. Company Overview At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it. Our Benefits We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site. Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space. Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com. Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities. Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs. Job Requisition ID: 94259