Customer Experience Manager

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. For 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: Base between $85-95K, Sales Commission plan

Location: Santa Clara, CA

OWP Benefits:

• 15 days of PTO
• 9 Paid holidays
• Medical/Dental/Vision Insurance
• Profit Sharing
• Paid Parental Leave
• 401k + Employer Match
• Wellness App with reimbursement of up to $500/year

Overview

The Client Experience Manager (CEM) is a spokesperson for the One Workplace brand, representing our family of brands and services.  The CEM embodies our values and possess a high level of integrity.  The CEM may work in partnership with an Account Executive on a team or independently.  The CEM leads an engagement for assigned projects, opportunities and acts as the point of contact for the customer.  The CEM is a strategic partner in building and maintaining client and influencer relationships.  The CEM is accountable for the quality of the experience, and service the client receives.  They are accountable for the profitability and revenue for the business they manage.  The CEM is well organized, possesses financial acumen, empathy for others, is a great communicator, possesses a sense of urgency, and is a team player: managing to their teams strengths, weaknesses, and other commitments.  The CEM is a mentor and will onboard new team members to their team. The CEM will proactively seek opportunities to cross-sell the OWP broader business and offering.

The key responsibilities and expectations for the CEM are:

Responsibilities:

Client Relationship Management

   - Serve as the primary point of contact for designers, clients, and project managers.

   - Build and maintain strong, long-term relationships with assigned key clients.

   - Act as a consultant and advocate for clients, ensuring solutions and services exceed expectations.

   - Pursue ongoing business with assigned accounts to maximize profitability.

Project Leadership: 

   -Lead or co-lead RFP strategy with leadership, AE and MDMs.

   - Lead and manage projects from start to finish, ensuring alignment with client goals.

   - Be accountable for project schedule, budget, and quality, ensuring client satisfaction.

   - Oversee "day 2" service to ensure high client satisfaction after the project is complete.

Profitability and Business Development:

- Maximize the profitability, and margin of accounts and projects, maximizing revenue where possible.

   - Identify opportunities for cross-selling broader business offerings to clients.

-Negotiate with vendors to obtain the best discounts to maximize profitability for the company and serve the customer.

   - Collaborate with AE, MDMs and cross-functional teams to explore new business opportunities.

Team Collaboration and Mentorship: 

   - Lead cross-functional teams, utilizing their strengths and managing their weaknesses.

   - Onboard and mentor new team members to ensure success and alignment with project and account goals.

Qualifications:

• Bachelor of Arts degree (B.A.) from a four-year college or university; or at least three years related experience and/or training; or equivalent combination of education and experience
• Must be assertive, flexible, and able to delegate work and have a strong sense of urgency. Excellent written and verbal communication skills; as well as good computer and leadership skills are also necessary.  Must be self-motivated and have strong interpersonal skills and ability to successfully present products and services.  Knowledge of manufacturer’s product and application, proven sales ability and general understanding of business practices, pricing and discounting are also required.