Client Experience Manager III

Position Overview

The Customer Experience Manager III with One Workplace 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 collaborative team member.

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.

Essential Functions

• 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

Knowledge, Skills & Abilities

• 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.)

Personal Competencies

• 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.

Education/Experience

• Five to seven years experience in interior design/architecture or commercial construction industry.