Client Experience Manager

Job Title: Client Experience Manager

Department: Corporate

Reports To: President

Travel Required: Up to 10%

FLSA Status: Exempt

Company Summary

BlueTeam is a US-based provider of national disaster recovery, remediation, reconstruction, renovation, and roofing services for commercial properties. Our core business focuses on cleanup and mitigation efforts for recovery from fire damage, roof leaks, flooding, pipe bursts, and post-disaster remediation due to severe weather. We exclusively serve commercial sectors including hospitality, senior housing, healthcare, commercial offices, municipalities, multifamily living, and institutional markets.

SUMMARY: The Client Experience Manager will lead a team of 4–6 Client Experience Specialists and may oversee a Sales Administrator. This role is responsible for shaping and executing the overall client engagement strategy, ensuring high-impact relationship management across a portfolio of Master Service Agreement (MSA) clients. The Manager will oversee team execution, guide client engagement plans, promote platform adoption, and ensure consistent delivery of proactive, professional service.

This position requires strong leadership, operational awareness, and the ability to translate client insights into business outcomes. The right candidate will thrive in a cross-functional environment, driving accountability, growth, and innovation across every phase of the client lifecycle.

Essential Duties And Responsibilities

Team Leadership, Training & Development

• Direct and mentor a team of Client Experience Specialists and sales support staff, fostering a culture of accountability, collaboration, and excellence.
• Develop and implement a structured training program for onboarding and continuing education, including the creation of a CES training manual and SOPs.
• Provide ongoing coaching to team members to support professional growth, skill development, and alignment with strategic client engagement goals.
• Set clear objectives aligned with strategic client growth, satisfaction, and retention.
• Foster a culture of proactive communication, cross-functional collaboration, and problem-solving excellence.
  
  

Strategic Client Engagement

• Guide the creation and execution of customized client engagement plans, including mapping and deepening relationships across multiple functional areas (e.g., risk, asset management, procurement, finance, facilities).
• Ensure the team develops and maintains detailed organizational charts and nurtures numerous (6 ) strategic relationships per client.
  
  

Technology & Process Enablement

• Champion the adoption of the BlueTeam App by leading team efforts to conduct trainings and demos, ensuring meaningful platform usage across multiple client sites.
• Oversee the launch and follow-up of Pre-Loss Assessments (PLA) across the client portfolio, targeting broad penetration without over-concentration.
  
  

Client Satisfaction & Advocacy

• Drive consistency in quarterly check-ins and satisfaction surveys for all major projects.
• Oversee the capture of client testimonials, case studies, and feedback to support brand differentiation.
• Promote initiatives that create exceptional client experiences—especially those that resolve challenges creatively or result in unsolicited client praise.
  
  

Operational Excellence

• Ensure that Standard Operating Procedures (SOPs) are completed or updated for all assigned MSA clients, reinforcing service consistency and clarity.
• Partner with internal teams to continuously improve service delivery processes and customer-facing documentation.
  
  

Insight & Reporting

• Aggregate team metrics and client insights to deliver executive-level reporting on account health, engagement trends, and areas for improvement.
• Identify patterns and opportunities to improve service delivery, retention, and expansion across the client base.
  
  

Qualifications

• Strong proficiency in office software and tools (e.g., Microsoft Office Suite)
• Excellent communication, organizational and time management skills
• Strong knowledge of commercial construction practices, materials, and methods.
• Problem-solving mindset with a proactive approach to identifying and resolving client concerns.
• Familiarity with CRM systems and project management tools.
• Basic understanding of invoicing and accounts receivable processes.
• Ability to multitask and prioritize effectively in a fast-paced environment
• Fluent in English, Spanish a plus
  
  

EDUCATION And/or EXPERIENCE

• Bachelor's degree in business, communications, marketing, construction management, or a related field.
• 10 years in a client-facing leadership role, preferably within commercial construction, restoration, or facility services.
• Prior experience managing high-performing customer success or account management teams.
  
  

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.

NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. BBMK Contracting, LLC dba BlueTeam (BlueTeam) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.