Client Manager; Client & Sales

The Client Experience Manager (CEM) is responsible for delivering an exceptional end-to-end client experience while actively supporting sales, service enrollment, and rental space revenue at ITB’s WVU location. This role blends client success, consultative sales, and operational coordination, ensuring clients are properly onboarded, supported, retained, and matched with the right ITB services and space solutions.

The CEM serves as a frontline ambassador for ITB, supporting entrepreneurs, students, faculty affiliates, and community partners while contributing to program growth, rental utilization, and earned revenue goals.

• Serve as the primary point of contact for clients, members, and renters
• Manage onboarding for incubator programs, services, and rental space usage
• Ensure clients understand ITB offerings, policies, and available resources
• Respond to client inquiries and resolve issues promptly and professionally
• Build strong relationships to support satisfaction, retention, and long-term engagement
• Conduct intake conversations and consultations with prospective clients and renters
• Present and recommend ITB services, programs, and rental space options based on client needs
• Support enrollment into incubator programs, workshops, and advisory services
• Conduct tours of coworking, office, classroom, and event spaces
• Support renewals, upgrades, and transitions between services and rental options
• Meet assigned sales, enrollment, and utilization targets

• Coordinate space tours, scheduling, onboarding, and access
• Ensure rental spaces are client‑ready and professionally maintained
• Track space usage, occupancy trends, and client feedback
• Identify opportunities to increase utilization and revenue

• Conduct regular client check‑ins and engagement touchpoints
• Monitor participation, attendance, and space usage
• Identify early signs of disengagement and implement retention strategies
• Recommend additional services, programs, or space solutions as clients grow

• Support ITB and WVU‑affiliated workshops, trainings, and events
• Assist with client check‑in, room setup, and on‑site coordination
• Use events and daily interactions to identify sales leads and referral opportunities
• Build relationships with WVU departments, students, faculty, and partners

• Maintain accurate records of client interactions, enrollments, and rental usage
• Track sales activity, pipeline progress, and client retention metrics
• Prepare routine reports for leadership on client experience and revenue performance