Client Experience Manager (CXM)
Neat NC | Wake Forest, NC
Starting at $25/hour
Project-Based, W-2, Part to Full-time
Neat NC is looking for a Client Experience Manager (CXM) who understands that exceptional client service is not simply answering a phone call or sending an email, it is about building relationships, following through, anticipating needs, and making every client feel genuinely cared for.
The CXM is a key position within Neat NC and serves as the face of our company. You will work directly with clients, represent our brand, manage communication and follow-up, and ensure our clients receive the professional, premier experience Neat NC is known for.
You will also work closely with clients to understand how they live, what challenges they are experiencing in their homes, and how we can help them achieve their dreams. You will help identify organization products and solutions that fit their individual needs, lifestyle, space, and budget.
This is not simply about organizing a home. For many of our clients, this is a lifestyle change, a chance to reset, create a better-functioning home, and make a meaningful change in how they live. The CXM must understand the importance of that transition and approach every client interaction with empathy, patience, professionalism, and genuine care. This is a trust relationship with our clients and is very personal.
What You Will Do
- Meet directly with clients for consultations and throughout the entire client experience
- Build and maintain strong, professional client relationships
- Serve as a primary point of contact for clients
- Provide professional, responsive, and consistent communication
- Follow up with clients promptly and thoroughly
- Document client conversations, needs, decisions, and next steps
- Maintain accurate client records and project documentation
- Work with clients to understand their organizational needs, preferences, lifestyle, and goals
- Recommend and help select organization products and solutions that meet each client's individual needs
- Help clients make thoughtful decisions about how their spaces will function and support their lifestyle
- Provide management with daily status updates
- Work on-site with the Project Manager to ensure every client need is being met
- Track tasks, commitments, and deliverables and ensure they are completed
- Anticipate client needs and proactively address concerns
- Coordinate client follow-ups, scheduling, and project details
- Maintain a high level of organization and attention to detail
- Use non-project time productively to complete follow-ups, documentation, scheduling, procurement, Google Reviews, and other CXM responsibilities
- Represent Neat NC professionally in every client interaction
What We Are Looking For
Professionalism is non-negotiable. You will be the face of Neat NC and must consistently represent our company at a high level.
The ideal candidate is:
- Professional and polished
- Prompt and dependable
- Well-groomed and appropriately dressed for a premier service environment
- Highly responsive and communicative
- Keeping the right people informed, at the right time, with the right information, without having to be chased for an update
- Extremely detail-oriented
- Organized with strong time-management skills
- A self-starter who does not need to be told what needs to be done
- Motivated and engaged
- Excellent at follow-up and documentation
- Comfortable communicating with clients in person, by phone, text, and email
- Accountable for tasks, commitments, and deliverables
- Comfortable working independently
- Comfortable working with a team
- Proactive rather than reactive
- Someone who genuinely enjoys taking care of people
- Someone who understands that the premier client experience is everyone's responsibility
- Someone who understands that our work can represent a significant lifestyle change for our clients
Flexibility Is Key
This position requires flexibility in availability. You must be available from 9 am - 5 pm Monday - Friday, with some evening hours for client consultations, as needed.
While much of the work takes place during normal business hours, some client consultations must be scheduled in the evening for the convenience of our clients. The ability and willingness to occasionally accommodate evening consultations is an important part of this position.
Our Standard
At Neat NC, we do not simply provide a service, we provide a premier experience and an opportunity for a lifestyle change.
Our clients are trusting us with their homes, their belongings, and often a significant transition in their lives.
This is an opportunity to set our clients up for success.
We help our clients create spaces that are organized, functional, intentional, and designed to support the way they want to live.
The CXM needs to understand that what we do goes far beyond selecting products or organizing a space. We are helping our clients create a lifestyle that works better for them. That requires listening carefully, understanding their individual needs, asking the right questions, making thoughtful recommendations, and helping them make decisions that will serve them long after we leave.
Every consultation, product recommendation, follow-up, and client interaction should be approached with that bigger picture in mind.
We are looking for someone who takes ownership and thinks:
- “What does my client need? What will set them up for success? And what can I do to make this experience better? How can I further alleviate their stress?"
That mindset is at the heart of exceptional client care at Neat NC.
If you need constant direction, struggle with follow-up, are slow to respond, or view client communication as an afterthought, this position will not be a good fit.
If you are engaged, motivated, organized, accountable, polished, and passionate about providing exceptional client care, we would love to hear from you.
Compensation
Starting at $25/hour, with opportunities for growth based on performance, responsibility, and contribution to Neat NC.
To Apply
Please submit your resume and answer the required screener questions thoughtfully and thoroughly. Detailed responses are important to us and will be considered as part of the initial application process.
Please also take the time to visit our Instagram page (neat.nc) and learn more about Neat NC, who we are, what we do, and the level of service we provide to our clients.
If you believe you have the professionalism, initiative, communication skills, and genuine desire to provide premier client care, we would love to hear from you!
Pay: From $25.00 per hour
Benefits:
Application Question(s):
- (Required) Our clients are trusting us with their homes and, often, a major lifestyle transition. What does exceptional client service mean to you, and how would you handle a client who is overwhelmed, frustrated, or unsure about the process?
- (Required) The CXM is responsible for following up with clients, tracking action items, coordinating details, and making sure commitments are completed on time. Describe your approach to staying organized and following through when you have multiple projects and deadlines at the same time.
- Things do not always go according to plan. Tell us about a time you made a mistake or encountered a problem that could have affected a client or project. What did you do, how did you communicate it, and what was the outcome?
- (Required) This position requires proactive, timely, and professional communication with clients, team members, and management. Tell us about a time when you had to manage multiple people or priorities at once. How did you keep everyone informed and make sure nothing fell through the cracks?
- (Required) Do you have reliable personal transportation that you can depend on to travel to client homes and project locations throughout the Triangle area?
Please note: Uber, Lyft, or other rideshare services do not meet this requirement.
- (Required) Are you available Monday–Friday from 9:00 AM to 5:00 PM (occasionally until 5:30 PM depending on client needs), with occasional evening hours as needed for client consultations?
- Have you had the opportunity to visit our Instagram page, @neat.nc, to learn more about who we are, what we do, and the level of service we provide to our clients? If so, what stood out to you most about Neat NC, and what interests you about being part of our team?
Work Location: In person
