Client Experience Manager (CXM)

Client Experience Manager

Location: Wake Forest, NC (Hybrid/Remote with some in-office meetings and client interactions on-site)
Pay: Starting at $25, dependent on experience

About Neat NC

Neat NC is a growing home transition company that helps clients through some of life's biggest transitions. Our team specializes in packing, unpacking, organizing, and preparing homes during move-out and move-in projects. We are committed to providing exceptional service while creating a positive experience for every client we serve.

We are looking for a highly organized, proactive, and people-focused Client Experience Manager to oversee the client journey from initial contract through project completion.

Position Summary

The Client Experience Manager is responsible for delivering an exceptional client experience from the initial consultation through project completion. This role serves as the primary point of contact for clients, ensuring clear, timely, and professional communication while coordinating closely with the Operations and Project Management teams to ensure every project is organized, executed efficiently, and exceeds client expectations.

The Client Experience Manager proactively manages client relationships, anticipates needs, resolves concerns, and ensures every interaction reflects Neat NC's commitment to excellence, professionalism, and personalized service. Success in this role requires exceptional communication, organization, attention to detail, problem-solving skills, and the ability to collaborate effectively across departments while advocating for both the client and the business.

This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys building relationships, solving problems, and developing systems that improve the client experience.

Responsibilities

• Serve as the primary point of contact for clients before, during, and after their projects.
• Build strong relationships with clients through consistent communication and exceptional service.
• Coordinate project details with the Operations and Project Management teams.
• Schedule and attend appointments, consultations, and project-related meetings.
• Monitor project progress and proactively communicate updates to clients.
• Resolve client concerns professionally and efficiently.
• Maintain accurate client records within our CRM.
• Develop and improve client communication processes and internal systems.
• Track client feedback and identify opportunities to improve the customer experience.
• Assist with project preparation and post-project follow-up.
• Support leadership with administrative and operational tasks as needed.

Qualifications

• Excellent written and verbal communication skills.
• Exceptional organizational and time management abilities.
• Strong attention to detail.
• Ability to manage multiple projects simultaneously.
• Professional, positive, and compassionate demeanor.
• Experience in customer service, account management, hospitality, project coordination, or client relations preferred.
• Comfortable learning new software and technology.
• Ability to work independently while collaborating with a team.
• Reliable transportation.

Preferred Experience

• CRM software
• Microsoft Office and Google Workspace
• Project coordination
• Client success or client relationship management
• Administrative management

We are looking for someone who

• Takes ownership of their work.
• Communicates proactively.
• Loves creating organized systems and improving processes.
• Can think ahead and anticipate client needs.
• Maintains professionalism under pressure.
• Has a heart for serving people during stressful life transitions.
• Is committed to delivering a five-star client experience every time.

What We Offer

• Competitive pay based on experience.
• Opportunity for growth within a rapidly expanding company.
• Flexible hybrid work environment.
• Supportive leadership team.
• Meaningful work helping clients through important life transitions.
• A positive, team-oriented culture focused on excellence.

If you are passionate about delivering exceptional client service, creating outstanding client experiences, and helping build efficient systems that support a growing business, we would love to hear from you. Apply today!

Pay: From $25.00 per hour

Benefits:

• Work from home

Application Question(s):

• After reviewing our Instagram page, @neat.nc, what about Neat NC or the Client Experience Manager position interests you most?
• Reliable Transportation (Required): Do you have dependable personal transportation that will allow you to arrive at scheduled projects on time? Please note that Uber, Lyft, and other rideshare services do not satisfy this requirement.
• What is one thing about yourself that makes you an outstanding candidate for this key role? Please provide a specific example that demonstrates your answer.
• Are you available to work outside of normal business hours when needed?

For example, some client consultations are scheduled during the evenings to accommodate our clients' availability. Please describe your availability for occasional evening appointments.

Work Location: Hybrid remote in Wake Forest, NC 27587

Salary : $25