Client Experience Manager III

One Workplace Job Post

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.

Compensation range: $90,000 - $110,000 Annually, Eligible for CEM Bonus plan

Location: Spokane, WA

The base salary will be determined based on your location, experience, and the pay of employees in similar positions. Actual total compensation will be dependent upon the individual's skills, experience and qualifications.

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

Position Summary

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. 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.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the 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.)

Dedication and commitment to promote diversity, multiculturalism, and inclusion in all work activities.

Collaborate in diverse teams to foster productive outcomes.

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.