What are the responsibilities and job description for the Client Experience Specialist position at CG Schmidt?
This position is responsible for coordinating and supporting CG Schmidt’s Customer Experience initiatives. This role will manage corporate giving activities, track and monitor donation budgets, and serve as a liaison between CG Schmidt and external clients and organizations. Duties will include maintaining calendars of events, attending biweekly sales team meetings to provide event updates, coordinating client- and architect- facing events such as meet-and-greets, managing the annual client holiday card process, assisting with internal employee events (e.g., happy hours), coordinating client survey process, client engagement events, and creating event-related slides for biweekly Monday Morning Meetings (MMM).
The incumbent may also occasionally represent CG Schmidt at external events and must have flexibility to work outside of standard business hours as needed.
Position Responsibilities
A. General Support
1) Attend all Sales Team Meetings to provide updates on event status, donation requests, and other philanthropic initiatives
2) Maintain client thank you bulletin board on a quarterly basis
B. Client Survey Process
1) Coordinate with external vendor, Mindsalt (short-term)
a. Assist with gathering information
b. Coordinate updates with the CRM Administrator
2. Manage client survey system (long-term)
a. Ensure client kick-off meetings are scheduled, attended, and recorded
b. Record/enter survey information discussed in kickoff meeting into CRM system and in Qualtrics
i. Proper contacts
ii. Up-to-date contact information
iii. Dates/type of feedback requested
§ Surveys and Touchpoints
iv. Ensure all data is entered into correct systems and fields
3. Identify and coordinate Client Experience Events
a. Groundbreakings, team building, celebrations
4. Ensure feedback sessions occur and that feedback is recorded into CRM system
a. Review feedback received and enter into Power Bi to trigger upload to reporting software
5. Distribute feedback to proper MDs and department heads
a. Ensure feedback is recorded in proper files and adjust as needed if MD’s change
6. Coordinate action items
a. Client follow-up – CEO
b. Personnel issues – COO
7. Verify updates in CRM system
8. Develop summary of results for external communications
C. Sponsorships, Donations, Events, and Philanthropy
1. Meet with the CEO monthly (or more frequently as needed) to review philanthropic requests and priorities
2. Manage the corporate donations and other budgets in coordination with the CEO and Controller
a) Donations by business unit, jobsite, corporate or other
b) In-kind donations
c) Client experiences gestures (e.g., flowers sent to funerals, baby gift sent to new mom)
3. Collaborate with Leadership and departmental staff to ensure visibility into all upcoming or potential events, using a shared tracking template
4. Maintain and regularly update a list of recurring annual events (see attached sample), and coordinate with relevant leaders to evaluate whether events should be continued, added, or removed
5. Oversee the full process for managing philanthropic activities, including:
a) Processing check and credit card payments
b) Coordinating donation of auction items
c) Supplying logos and ad content as needed
d) Communicating with clients, vendors, internal teams, and leadership
e) Sending timely, detailed, and professional event invitations via the CG Schmidt Events calendar
6. Serve as the main point of contact for regional offices and jobsites regarding philanthropy and events, ensuring alignment with corporate standards and expectations
7. Redefine Events Coordination / Responsibility Matrix (attached) incorporating suggestions received from Sales Team members
D. Holiday Card Management
1. Present appropriate holiday card design options to the CEO and confirm final selection
2. Generate and organize client lists from Cosential for Officers, Managing Directors, and other signers
3. Coordinate printing, labeling, and mailing of signed holiday cards, ensuring completion by the Monday following Thanksgiving
4. Update and present the annual holiday card schedule, along with draft client lists, at the first October Sales Team Meeting
E. Client and Employee Engagement
1. Support the planning and execution of client/partner Meet and Greets and internal employee events (e.g., Happy Hours), as requested by Business Development, Managing Directors, Leadership, or others:
a) Create and distribute clear calendar invitations with all event details
b) Research venues and coordinate logistics and communication as needed
c) Collaborate with office staff to manage internal event details
Maintain appropriate beverage inventory in the designated office refrigerator