Client Experience Manager III
About The Position
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.
- 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
Benefits
- 15 days of PTO
- 13 Paid holidays
- Medical/Dental/Vision Insurance
- 401k + Employer Match
- Paid Parental Leave
- Wellness App with reimbursement of up to $500 per year
- Profit Sharing
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
