Client Experience Manager III

One Workplace•Spokane, WA

15h•$90,000 - $100,000

About The Position

We are One Workplace. We believe that people with a purpose need great spaces to perform their best work. We think big but work small, innovate through relentless curiosity, and treat each other – and our clients – like family. Over the past 100 years, we haven’t forgotten who we are, and we’ve never stopped changing. From big city skyscrapers to the west coast's premier universities and medical facilities, we design insightful work spaces with the latest technology to provide our clients an environment that embodies their image and encourages success. Our drive and dedication to providing our clients with innovative spaces and solutions has helped us expand our footprint, and now it is time to expand our team. One Workplace is committed to the development of empathetic leaders, diversification of talent and increased representation at every level of our business. We believe in cultivating a culture of inclusion and are dedicated to building and retaining teams through removing unnecessary barriers to employment and providing opportunities for career growth. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Position Summary POSITION OVERVIEW The Customer Experience Manager III with Porter will be a strategic partner in building and maintaining important customer relationships with designers, clients, brokers, and project managers through exceptional execution of furniture projects.  The Customer Experience Manager III is an advocate of designers/clients who illustrates excellence in problem solving, and a is collaborative team member. CEMs manage and assist in growing client base by identifying and positioning on-going sales opportunities in conjunction with potential new business.  The Customer Experience Manager III promotes products and services to ensure client satisfaction from the first interaction, into the execution of sales, through project completion.  The individual understands and supports enterprise goals both with the internal team and the external market.  The Customer Experience Manager III will execute exceptional account management through business opportunities provided by Sales Management.

Requirements

Knowledge of industry ordering/ERP and specification systems required (any manufacturer).
Confident identification of solutions for complex problems during design, ordering and in the field
Understands technical furniture requirements and ability to manage conversations with subcontractor and clients (electrical, seismic bracing, floor bolts, floor core locations, etc.)
Dedication and commitment to promote diversity, multiculturalism, and inclusion in all work activities.
Collaborate in diverse teams to foster productive outcomes.
Smart: Delivers work that is executed with precision and transparency. Follows through on promised deliverables with autonomy. Keeps the team on task with reasonable expectations and clear, concise communication.
United: Maintains a positive, authentic attitude. Makes time for project team and peers. Recognizes great work within the team and celebrates victories. Shows energy and excitement about the work at hand.
Progressive: Comfortable giving/receiving feedback. Stretches thinking to approach problems in new ways. Challenges the status quo and offers more effective ways to work.
Hospitable: Makes others feel welcome. Anticipates the needs of the team/client and tailors experiences accordingly. Listens first and follows-up thoughtfully.
Empathy, Involvement & Support: Listen and respond with empathy. Ability to understand issues and different perspectives of others. Ability to ask for help and encourage others.
Five to seven years experience in interior design/architecture or commercial construction industry.

Responsibilities

Oversees large accounts with multiple independent projects and workstreams or large and strategic projects ($2MM+ or high visibility/high touch engagements)
Supports creation of and implementation of furniture guidelines at an account level
May work with junior CEMs to manage a large book of business
Actively generates business through account and partner stakeholders; serves as primary owner of relationships with key stakeholders
Negotiates pricing and discounting with both the client and vendors at an account level
Manages standardized deviations from core process as relevant for an account
Proactively manages account financials, including deposit levels and aging, across projects and work streams