Client Experience & Account Manager Location: Fort Mill, SC (Hybrid: 3-4 days in office, 1-2 remote after onboarding) Employment Type: Full-Time Reports To: Operations Manager Help Us Deliver an Unforgettable Customer Experience At Decor Print, we create custom wallpaper, fabric, and home décor products for interior designers, manufacturers, and creative brands across the country. We are known for exceptional quality, attention to detail, and white-glove customer service. As we continue to grow, we're looking for a Client Experience & Account Manager who is passionate about building relationships, creating exceptional customer experiences, and ensuring every project runs smoothly from start to finish. This is not a traditional customer service role. We're looking for someone who genuinely enjoys taking care of people, solving problems before they become problems, and making every customer feel like our most important client. About the Role You will serve as the primary point of contact for our customers once an order is placed. You'll guide projects through production, communicate proactively, solve challenges quickly, and build long-term relationships that generate repeat business and referrals. If you love organization, communication, and creating five-star experiences, you'll thrive in this role. What You'll Do Client Relationship Management
- Serve as the primary contact for all active customer accounts
- Build trusted relationships with interior designers and business clients
- Manage customer communication from order placement through final delivery
- Provide proactive production updates and timeline management
- Resolve customer concerns with professionalism and urgency
Account Management
- Follow up on outstanding quotes and proposals
- Reactivate previous customers
- Identify opportunities for repeat business and additional orders
- Coordinate sample requests and product recommendations
- Maintain detailed customer records in our CRM
Customer Experience
- Deliver a white-glove customer experience from beginning to end
- Ensure every customer knows exactly what to expect throughout their project
- Request customer testimonials and Google reviews
- Coordinate thank-you gifts and appreciation initiatives
- Help develop programs that increase customer loyalty and referrals
Sales Support
- Support follow-up from trade shows and networking events
- Assist with new customer onboarding
- Coordinate design consultations and project meetings
- Collaborate with leadership on customer retention initiatives
Cross-Functional Communication
- Partner closely with our production and operations teams
- Keep customers informed of project status and timelines
- Help prioritize orders and communicate expectations internally
- Ensure projects move efficiently from production through shipping
Success in This Role Looks Like
- Customers rave about working with Decor Print.
- Every customer knows the status of their project.
- Projects stay organized and on schedule.
- Clients continue placing repeat orders.
- Customer issues are resolved before they become major problems.
- The CEO spends significantly less time handling customer communication.
We're Looking For Someone Who
- Loves building relationships with people
- Is highly organized and detail-oriented
- Communicates professionally and confidently
- Thrives in a fast-paced environment
- Is proactive and solution-oriented
- Can juggle multiple projects at once
- Takes ownership and follows through
- Has excellent written and verbal communication skills
- Enjoys collaborating with a team
- Excited about AI opportunities to enhance customer experience
Preferred Qualifications
- 3+ years of Account Management, Client Success, Customer Experience, or Project Management experience
- Experience working with designers, manufacturers, print, home décor, or custom products is a plus
- CRM experience preferred
- Strong Microsoft Office and Google Workspace skills
- Experience managing multiple projects simultaneously
Compensation Base Salary: $60,000-$70,000 Performance Bonus: Up to $10,000-$15,000 annually based on:
- Customer satisfaction
- Client retention
- Repeat business
- Upsell opportunities
- Response times
- Team goals
Total On-Target Earnings: $70,000-$85,000+
We believe in setting our team members up for long-term success, which is why we focus the first 90 days on learning our systems, building relationships, and becoming confident in the role before performance incentives begin.
Benefits
- Hybrid work flexibility after onboarding
- Paid Time Off
- Paid Holidays
- Professional development opportunities
- Growth opportunities within a rapidly expanding company
- Collaborative, supportive team culture
Why Join Decor Print? We're building something special. Our team is passionate about craftsmanship, innovation, and creating products our customers are proud to showcase. As we continue to grow, you'll have the opportunity to help shape the client experience and play a meaningful role in the future of our company. If you're looking for a career where you can make a real impact, build lasting relationships, and grow alongside a company with big ambitions, we'd love to meet you.
Pay: $70,000.00 - $85,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Health savings account
- Paid time off
- Parental leave
- Tuition reimbursement
Work Location: Hybrid remote in Fort Mill, SC 29715
