Client Experience Manager

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Full Time Sales Atlanta, GA, US

10 days ago Requisition

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 elevate 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…