Client Experience Manager- Public Safety

Watson • Poulsbo, WA

6d • $29 - $38 • Onsite

About The Position

The Client Experience Manager supports Watson’s PSAP and Emergency Communications division, partnering directly with the end-users who rely on consoles for mission-critical operations. You’ll guide projects from early concepts through installation, ensuring every layout, product selection, and final solution reflects the customer’s needs and the high standards Watson is known for. This role blends relationship-building, project coordination, technical problem-solving, and deep product expertise — all in service of creating spaces that help people do essential work exceptionally well.

Requirements

• How to think critically and creatively when facing new or complex challenges.
• How to communicate clearly, confidently, and warmly — in writing and conversation.
• How to manage multiple projects and shifting priorities while remaining organized and attentive to detail.
• How to work independently and collaboratively in equal measure.
• Proficiency with Microsoft Office tools and exposure to CRM systems.
• Ability to learn and proficiently utilize CET to produce proposals, layouts, and other deliverables (existing CET experience is a plus).
• You hold a Bachelor’s degree or equivalent professional experience.
• You bring 2+ years of experience in project management, design, and/or customer experience.
• You are analytical, thoughtful, and adept at solving problems with both logic and creativity.
• You excel at managing multiple projects simultaneously with accuracy and focus.
• You possess strong analytical and critical thinking skills to solve problems and develop creative solutions.
• You are energized by partnership — with end-users, sales reps, and internal teams.
• You bring genuine care to your work and pride in delivering exceptional service to customers whose work truly matters.

Responsibilities

• Serve as the primary point of contact for end-users and sales reps throughout the entire project lifecycle.
• Review customer requirements and project documentation to propose thoughtful, appropriate design and product solutions.
• Communicate timelines, deliverables, and expectations to internal teams for seamless project execution.
• Create detailed work plans, schedule meetings, and clearly define scope before installation begins.
• Monitor project progress, anticipate challenges, and provide solutions proactively.
• Utilize CET to prepare proposals, layouts, configurations, and other formal documentation based on customer needs.
• Convert customer-approved proposals into sales orders and ensure accuracy throughout the process.
• Coordinate with internal teams to finalize installation documents and support order readiness.
• Assist with preparing bid proposals when required.
• Develop deep product knowledge across Watson’s standard and custom offerings.
• Present design recommendations and participate in customer and sales meetings.
• Participate in customer visits to deepen understanding of their operational needs and environments.
• Track orders in acknowledgment status and resolve discrepancies quickly.
• Maintain detailed project documentation including decisions, revisions, and customer requests.
• Maintain accurate CRM opportunity information — dates, values, contacts, and project details.
• Understand contracts and cooperative purchasing agreements relevant to project work.
• Coordinate across sales, marketing, design, engineering, and production as needed to support project success.
• Provide occasional cross-coverage for other Client Experience Managers — including the Contact Furniture division — to ensure customers receive seamless, consistent support.

Benefits

• All employees and their dependents will have the ability to enroll in medical, dental, vision, and life insurance plans. If enrolled, benefits begin on the first day of the month following the 60th day of employment at Watson.
• Watson will match 50% of employees’ 401k contributions, up to 2.5% of base annual salary. All employees over the age of 18 will be automatically enrolled on the first day of the month following 60 days of employment. You can opt out, decrease, or increase contribution at any time.
• Full Time hourly employees can expect to earn roughly 80 hours of vacation time off during their first year at Watson, 120 hours of vacation time off during years 2-5, and 160 hours of vacation time off each year after being employed for 6 years. Additionally, full-time employees can also expect to earn 52 hours of sick time per year. Both buckets of PTO are accrued on a per hour worked basis and can result in more or less paid time off accrued based on their hours worked.
• Watson is closed for 8 holidays every year and offers every employee an additional paid holiday to choose upon employment.
• Profit Sharing is how we reward the effort and commitment of our employees. Generally, 25% of profits are allocated to the Profit Sharing Plan after the baseline profit level is met. The overall profit sharing amount varies from year to year.
• This is a free service for all employees and dependents to provide support for any mental, emotional, relational, and financial need, as well as crisis and grief support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees