Sr Client Experience Manager

Overview

Two We aim to redefine the contract furniture experience by providing smart and authentic solutions that bring our clients' spaces and brands to life.

We're passionate about great design and flawless execution. We love bringing products, vision, and people together to bring brands and cultures to life. From our ancillary specialists and technical designers to our strategists, project managers, and leadership team, everything we undertake has one common goal : to make work better.

Location : San Francisco, CA

Compensation : $110,000-$130,000 + CEM Bonus

Position Summary

The Sr. Client Experience Manager (Sr. CEM) is a strategic partner responsible for building and sustaining key customer relationshipsincluding Designers, Clients, and Project Managers. The SR CEM leads client engagements and works on large scale and complex projects. They may lead JR CEMs and CEAs, providing mentorship, coaching, and career development while overseeing the team's overall book of business.

The Sr. CEM demonstrates excellence, quick thinking, collaborative problem-solving, and a proactive approach to proposing creative solutions. They help grow the client base by identifying ongoing opportunities, partnering with new business efforts, and promoting Two's services from initial engagement through project completion. They understand organizational goals and lead their team to deliver exceptional results, win new work, and build long-term partnerships.

Responsibilities

• Serve as the primary customer relationship manageroverseeing design, negotiating pricing and service terms, and ensuring budgets, tracking, and order entry are accurate (in partnership with the team).
• Develop, foster, and strengthen client relationships by delivering exceptional service.
• Act as a partner and consultant, strategically manage a client's budget and schedule.
• Lead, coach, and develop Associates and Jr. Client Experience Managers, to support their performance, growth, and career goals.
• Enhance team dynamics by sharing insights, client strategies, lessons learned, and best practices.
• Exhibit a high-energy, influential work style that supports winning new business and opportunities.
• Partner with management to identify opportunities and strategies that advance two's success.
• Conduct research to strengthen product and technical knowledge; propose solutions that support client expectations.
• Uphold two's integrity, creativity, and design excellence by influencing product selection and service solutions that exceed expectations.
• Maintain strong communication with clients, internal teams, and external partners; model professionalism and integrity.
• Manage multiple accounts and / or high volumes of project activity.
• Actively participate in meetings, training sessions, team reviews, and company events to promote collaboration and alignment.
• Build team cohesion by facilitating collaboration, resolving day-to-day challenges, and soliciting input from team members.

Qualifications

Education / Experience

Knowledge / Skills / Abilities