Client Experience Manager- ID3

Position Summary

The Client Experience Manager serves as a primary point of contact for assigned clients and opportunities. This role translates client needs into clear scopes of work, develops accurate and timely estimates, actively follows up on proposals and open jobs, and coordinates with Sales, Design, Project Management, Production, Installation, and Accounting to deliver a consistent client experience. The position requires commercial judgment, strong estimating discipline, organized follow-through, and the ability to manage multiple custom-fabrication projects in different stages at the same time.

Essential Duties and Responsibilities

Client Experience and Account Management

Build and maintain professional client relationships by communicating proactively, setting clear expectations, and responding promptly to questions and concerns.

Lead discovery conversations to understand the client’s goals, budget, timeline, site conditions, brand standards, decision process, and measures of success.

Maintain regular follow-up on inquiries, estimates, approvals, open action items, active jobs, changes, delivery or installation, and post-project needs.

Provide accurate job-status updates and ensure commitments made to clients are documented and communicated to the responsible internal teams.

Identify risks, scope gaps, schedule concerns, or client dissatisfaction early; coordinate resolution and escalate when appropriate.

Support repeat business by conducting post-job follow-up, documenting lessons learned, and identifying additional client needs or opportunities.

Estimating and Proposal Management

Review drawings, specifications, renderings, bid documents, site information, and client requests to develop a complete and clearly defined scope of work.

Prepare accurate estimates for custom fabrication and related services, including labor, materials, outsourced services, equipment, freight, travel, installation, taxes, contingency, and other project-specific costs.

Obtain current vendor and subcontractor pricing; document assumptions, exclusions, alternates, lead times, and quote expiration dates.

Apply approved labor rates, markups, margins, and pricing standards, and route estimates for required internal review and approval before release.

Prepare professional proposals and revisions that align with the estimate, scope, schedule, payment terms, and client requirements.

Actively follow up on every submitted estimate or proposal, document client feedback, update probability and next steps, and continue follow-up until the opportunity is awarded, declined, postponed, or otherwise closed.

Track revisions and protect against scope creep by ensuring added or changed work is priced, documented, and approved before execution whenever practicable.

Compare estimated costs with actual job results and work with Operations and Accounting to improve future estimating accuracy and profitability.

Job Coordination and Follow-Through

Complete a clear handoff of awarded work to Project Management and Operations, including the approved proposal, scope, drawings, schedule, budget assumptions, client contacts, and outstanding decisions.

Participate in kickoff, production, scheduling, and job-review meetings as required; maintain ownership of client communication while respecting assigned project roles.

Monitor milestones, approvals, client-supplied information, samples, change orders, shipping, installation, punch-list items, and closeout requirements.

Maintain accurate and current records in the company’s estimating, CRM, project-management, and file-storage systems.

Coordinate with Accounting regarding deposits, billing milestones, purchase orders, tax documents, and collection issues that may affect job progress.

Ensure no client request, estimate, or job action item is left without an owner, due date, and documented next step.

Performance Expectations

Success in this role may be evaluated using the following measures:

Estimate turnaround time, completeness, and accuracy; variance between estimated and actual job costs.

Gross-margin performance and compliance with approval requirements.

Timeliness and consistency of proposal, job-status, and post-job follow-up.

Accuracy of CRM, estimating, and project records, including next actions and close reasons.

Client satisfaction, issue resolution, repeat business, and quality of internal handoffs.

Ability to manage workload, meet deadlines, and communicate risks before they affect the client or project.

Required Qualifications

High school diploma or equivalent required; associate or bachelor’s degree in business, construction management, project management, design, or a related field preferred.

Three or more years of experience in client service, account management, estimating, project coordination, sales support, or a related role; experience in custom fabrication, exhibits, signage, experiential environments, construction, millwork, graphics, scenic, or manufacturing strongly preferred.

Demonstrated ability to build estimates from drawings, specifications, labor requirements, material quantities, vendor quotes, freight, and installation needs.

Strong math, pricing, cost-analysis, organization, documentation, negotiation, and written and verbal communication skills.

Ability to read and interpret drawings, measurements, specifications, and scopes of work and recognize missing or conflicting information.

Proficiency with Microsoft Office; ability to learn and consistently use company CRM, estimating, ERP, project-management, and document-control systems.

Valid driver’s license and ability to travel when job duties require it. Operation of a company, leased, or rented vehicle requires prior authorization under company policy.

Core Competencies

Client focus and professional judgment

Estimating accuracy and financial awareness

Ownership, urgency, and dependable follow-through

Clear communication and expectation management

Attention to detail and document control

Cross-functional collaboration and problem-solving

Prioritization in a deadline-driven custom-production environment

Confidentiality, integrity, and accountability

Physical Demands and Work Environment

This position primarily performs office and client-facing work but may require visits to production floors, warehouses, installation sites, and vendor locations. The employee must be able to sit or stand for extended periods; use a computer and telephone; communicate effectively; and occasionally walk, bend, reach, climb stairs, and lift or carry up to 25 pounds. Site visits may involve noise, dust, moving equipment, varying temperatures, and active construction or production conditions. Required personal protective equipment must be worn in designated areas. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Additional Expectations

Follow all ID3 policies, safety requirements, confidentiality obligations, and approval procedures.

Perform other duties reasonably assigned based on business and project needs.

This job description describes the general nature of the work and is not an exhaustive list of every responsibility. Duties may change as business needs evolve.