Ross Associates

Compensation

Full Description

Client Experience Manager About Us We are a privately owned, fast-growing provider of office and warehouse solutions, with a strong focus on large-scale racking projects for customers across the United States. Our work directly impacts how companies store, move, and scale — and we take pride in delivering practical solutions that drive real operational results. With a close-knit, on-site team of approximately 20 people, we operate in a collaborative, hands-on environment where initiative matters and contributions are visible. After more than 8 years in business, we're entering an exciting growth phase fueled by strong leadership, repeat customers, and increasing national demand. Why This Role Matters The client experience doesn't end with the sale. You ensure our customers feel valued long after the order is placed — directly impacting repeat business, reputation, and growth. The Role We're looking for a Client Experience Manager to own and elevate the customer journey at our company. This role is responsible for ensuring clients feel supported, informed, and confident from onboarding through delivery — and beyond. You'll serve as a key point of contact for high-value clients, coordinate across sales, warehouse, and finance teams, and proactively manage communication, projects, and issues. The goal is simple: create loyal, repeat customers through an exceptional client experience. What You'll Do • Lead onboarding for all new clients, ensuring a smooth and professional start • Serve as a first point of contact by answering inbound customer calls promptly and professionally • Manage and grow relationships with high-value clients in partnership with the Sales team • Provide proactive weekly updates for larger client projects • Oversee blanket orders, including renewals and opportunities for new agreements • Coordinate with internal teams to ensure accurate, on-time deliveries • Document and resolve customer issues through completion • Support payment terms requests and additional projects as needed What Success Looks Like • Clients are informed, satisfied, and return for repeat business • Customer issues are resolved quickly and professionally • Inbound calls are answered consistently and promptly • Client earns strong, ongoing 5-star Google reviews What We're Looking For • 3+ years of experience in client services, account management, customer success, or a related role • Strong phone presence and professional communication skills • Highly organized with the ability to manage multiple priorities • Comfortable coordinating across teams and taking ownership • Self-motivated and effective in an on-site, fast-paced environment Thank you for your interest in this opportunity. We look forward to welcoming you to our team. Pay: $55, $60,000.00 per year Benefits: • 401(k) • Health insurance • Paid time off Experience: • client relationship management: 3 years (Preferred) Work Location: In person