Client Journey Liaison

Blue Heron Companies•Enterprise, NV

About The Position

The Client Journey Liaison serves as the dedicated guide, communicator, and ambassador for Blue Heron clients throughout their entire journey—from contract through design, construction, home delivery, and into warranty. This role ensures clients always feel informed, cared for, personally understood, and confidently supported. The Client Journey Liaison manages client communication touchpoints, coordinates scheduling across departments, maintains client information and insights in HubSpot, and proactively prepares clients for each phase of their journey. Acting as the connective link between Sales, Marketing, Design, Pre-Construction, Construction, and Client Services; the Client Journey Liaison ensures information flows clearly and consistently behind the scenes so clients never feel lost or uncertain. With a strong emphasis on hospitality, emotional intelligence and organization, this role orchestrates proactive communication, issue de-escalation and resolution, and meaningful interactions.

Requirements

5+ years of experience in luxury hospitality, client services, high-end residential real estate, or related client-facing roles.
Experience working in a highly coordinated, cross-functional environment (e.g., design, construction, real estate, or professional services strongly preferred).
Proficiency with CRM platforms (HubSpot preferred) and comfort managing client data, notes, and workflows.
Proven track record of delivering elevated, service-oriented client experiences.
Strong written and verbal communication skills; able to translate complex processes into clear, reassuring messaging.
High emotional intelligence (EQ) with the ability to read the room, remain calm under pressure, and support clients through an emotional, high-stakes journey.
Exceptionally organized, detail-oriented, and reliable; able to juggle multiple clients and priorities simultaneously.
Strong proactive communicator who anticipates questions before they arise and keeps clients “one step ahead.”
Collaborative, “one team” orientation with the ability to build strong relationships across departments.
Comfortable in a fast-paced, evolving environment with a focus on continuous improvement.
Demonstrates sound judgment, accountability, and follow-through.

Responsibilities

Serve as the primary client-facing communicator from contract through warranty.
Deliver a consistently elevated, curated, and emotionally supportive client experience that reflects the Blue Heron brand.
Proactively communicate updates, expectations, and next steps across all phases of the journey (design, pre-construction, construction, delivery, warranty).
Prepare clients for upcoming meetings, decisions, and transitions, ensuring clarity, confidence, and reduced stress.
Monitor client sentiment and emotional experience, anticipating needs and proactively addressing concerns.
Support the improvement of client NPS and satisfaction scores by delivering proactive, solutions-oriented, high-touch, consistent, and reliable experiences.
Manage a high volume of clients without sacrificing quality, responsiveness, or personalization.
Manage all client scheduling across departments (Sales, Design, Architecture, Pre-Construction, Construction, Purchasing, Client Services).
Assist with coordination of logistics for client meetings, presentations, site visits, and key milestones.
Maintain accurate, detailed client information, notes, and insights in HubSpot.
Document client preferences, priorities, and key decisions to support a seamless experience across teams.
Track communication history and ensure follow-ups are timely, complete, and consistent.
Act as the bridge between Sales ? Design ? Pre-Construction ? Construction ? Client Services, ensuring smooth handoffs and continuity of information.
Route client questions or concerns to the appropriate department and follow through to resolution.
Collaborate at varying depths with all internal teams to anticipate client needs and prepare for upcoming phases.
Support internal alignment on client expectations, timelines, and critical milestones.