Client Experience Manager
LJB Inc.

Description

Founded in 1966, LJB is a national engineering firm who cares deeply about our clients, our team, and all stakeholders. Our goal is to apply our diverse expertise-civil, structural, safety and geospatial services-to improve quality of life and continually enhance our clients' experience-to grow relationships into partnerships. LJB is driven by a desire to grow in every way. We focus on ways to differentiate and diversify our offerings, by building on our existing services, further investing in technology solutions, growing the firm organically and through strategic acquisitions.

LJB is on a path of strategic transformation to continue achieving significant growth, with our passion driving us toward our ambitious vision of becoming one of the top 100 engineering firms on the ENR National Rankings-solidifying our role as an industry leader.

The role of Client Experience Manager (CXM) is designed for a motivated and detailed-oriented professional positioned to support our dynamic team of Business Development Executives in the engineering sector. The CXM will play a critical role in ensuring the smooth operation of our sales activities, conducting sales research, performing data analysis and maintenance, and assisting with client support. This role requires excellent communication skills, a strong analytical mindset, and the ability to perform in a fast paced environment.

Pay: $50,000 - 70,000/year

CLIENT EXPERIENCE MANAGER MAJOR DUTIES AND RESPONSIBILITIES:

Sales Research:

• Market Research: Conduct market research to identify potential clients, industry trends, and competitive landscape. Gather and analyze data on client demographics, preferences, and purchasing behaviors to inform sales strategies.
• Reporting & Presentations: Assist in preparing reports and presentations for the sales team and management. Work with marketing to create and provide sales collateral.

Data Analysis:

• Strategic Analysis: Analyze sales data to track performance metrics, identify opportunities, and assess the effectiveness of sales strategies. Compile and maintain data for sales forecasts, budgets, and performance reports.
• Identify Opportunities: Generate insights and actionable recommendations based on data analysis to support decision-making. Compare opportunities and client accounts to identify cross-selling and growth opportunities.

General Support:

• Sales Opportunities: Facilitate the preparation of sales documents such as quotes, contracts, and proposals. Strategically stage client activities, including scheduling next steps, actions and ghost-writing emails for Business Development Executives.
• Data Management: Maintain and update client and sales records in the CRM system and maintain opportunities/sales details through the sales cycle.

Client Support:

• Client Experience: Collaborate with the sales team to ensure a seamless client experience from initial contact through post-sales support. Providing communication and clarity to all departments including leadership, practices, marketing, IT and other respective parties as needed.
• Client Feedback: Collect and analyze client feedback to identify areas for improvement and share insights with the sales and production teams

Sales Support:

• Client Engagement: Coordinate and support the execution of sales campaigns and events. Attend conferences and trade shows as required.
• Lead Management: Monitor and follow up on leads generated by the sales team, ensuring they are properly documented and pursued.

CLIENT EXPERIENCE MANAGER ESSENTIAL CREDENTIALS:

Education:

• Bachelor's degree or some college experience in Business, Administration or a related field

Qualifications:

• Minimum of 1-2 years of experience in administrative, sales, or a related role within a professional services industry.
• Basic understanding of the sales and business administration tasks and processes.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced, results-oriented environment.
• Proficiency in CRM software, Microsoft Office Suite, and other relevant business tools.
• Willingness to travel within the region as needed.

LJB offers competitive compensation packages, which includes paid time off, a 401(k), tuition reimbursement, flexibility, and mobility. LJB Inc. is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees are valued, respected, and have the opportunity to succeed. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, marital status, or any other protected status under applicable law. If you are a self-starting individual who wishes to join an established team that believes in excellence in the workplace, this opportunity is for you.

Recruiters or staffing agencies: LJB Inc. is not obligated to compensate any external recruiter or search firm who presents a candidate, their resume, or profile to a LJB Inc. employee without a current, fully executed agreement on file. Please direct all communications to the HR team.

Keywords: Client Experience Manager, Client Support, Sales Support, Business Development Support

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