Job Description and Requirements:
The Client Success Specialist operates across Northeast Architectural and Northeast Building & Home, working in close collaboration with Sales, Field Operations, and the Specification Consultant. The Client Success Specialist takes the lead during the production phase of every project, serving as the primary point of contact for clients from the point of sale through project completion and post-sale service. By anticipating client needs at every stage — delivering timeline updates, coordinating with vendors, and communicating payment milestones, all before clients ask — this position ensures that every project advances on schedule and every client experiences premium service. Other responsibilities may be assigned and additional training provided over time. This position reports to the Client Success Manager.
Responsibilities specific to the Client Success Specialist:
Prepare and execute product Quotes from vendors, POS Orders, DocuSign templates for approvals, and deposit requests in accordance with the Product Ordering Policy & Procedures. Apply the required deposits to orders and create all corresponding Purchase Orders upon receipt. Manage all subsequent deposit and payment requests at each required project milestone. Communicate each upcoming payment obligation to the client in advance of the due date. Ensure stock Orders for delivery are 100% deposited prior to the delivery date; Special Orders must be invoiced upon receipt at a Northeast facility or when shipped internationally.
Coordinate product delivery to the client once goods are received. Communicate the delivery schedule to the client in advance, confirm readiness, and ensure they know what to expect on delivery day. For installation projects, align with the Field Operations Manager on delivery scheduling and unload logistics. Ensure all invoices accurately reflect the products and quantities delivered on the date of delivery.
Serve as the primary point of contact for all post-sale client service needs. When a service need arises, acknowledge it immediately, set a clear expectation for next steps and resolution timeline, and follow through without requiring the client to follow up. Assess the nature of each request, utilize the Service Portal to coordinate the appropriate internal or vendor response, and keep the client informed of progress until the matter is fully resolved.
Custom Order and Project Responsibilities:
Manage client change orders resulting from shop drawing revisions beyond the third revision. When a change order becomes necessary, notify the client promptly, explain the scope of the change, the associated cost, and the impact on the project timeline before presenting documentation. Prepare and send Change Order documentation with the associated payment request. Track approval and apply payments before authorizing additional scope.
Participate in an Order Review with the client, led by the Salesperson or Specification Consultant to align on every line-item detail prior to placing the order. Confirm product specifications, configurations, quantities, and pricing. Ensure the Field Operations Manager is included when Northeast is owning the installation.
Receive project handoff from the Salesperson following the Order Review and an introduction to the client from the Salesperson. Review all project documentation including the approved quote, product specifications, CRM records, and any associated shop drawings or order details. Ensure all information is complete and accurate before the project advances. Introduce yourself to the client promptly at the point of handoff, establish what they can expect from you throughout the process, and set a clear communication standard.
Own the production timeline from order placement through receipt. Maintain vendor relationships to stay ahead of production and shipping status — do not wait for updates, pursue them. Maintain accurate expected receipt and delivery dates on the order at all times. Communicate production milestones, timeline changes, and delivery windows to the client before they have a reason to ask. For European product orders, coordinate with the Specification Consultant on freight logistics and inform the client of deposit timing well in advance of when product loads into container.
Communicate proactively at every stage of the project — not in response to client inquiries, but ahead of them. Clients should always know the status of their order, what is happening next, and what is expected of them. Own the client relationship through project close or until handoff to the Field Operations team if Northeast is owning installation.
Close every project with intention. Send a project completion email to the client that acknowledges the work completed, requests feedback and introduces the Northeast service process so the client knows exactly how to reach us if a need arises. Maintain accurate and complete project records in the CRM through close. A well-closed project is the foundation of a long-term client relationship.
Responsibilities of every Associate:
· Enthusiasm to greet customers anywhere on the property, on job sites or virtually.
· Maintain a positive, productive work environment through friendly, respectful relationships with customers & co-workers.
· Keep all machinery, equipment, and tools clean and in good working order for safe usage.
· Report all issues regarding safety, waste, damage, equipment, accidents or customer concerns promptly to a member of Management.
· Inform Inventory Control Director promptly of suspected inventory shortage.
Requirements and Qualifications:
· Prior experience in a client-facing project coordination, account management, or customer success role — minimum 3 years.
· Building Industry product knowledge with experience selling or purchasing building materials and/or architectural products – minimum 3 years.
· An understanding of construction practices and the phases of construction preferred.
· Experience managing multiple active projects simultaneously across varying stages with competing deadlines.
· Demonstrated ability to operate POS, Delivery and CRM software quickly and accurately.
· Proficient in Arithmetic and Geometry using all units of measurement.
· Exceptional verbal and written communication skills; ability to communicate complex project details clearly and professionally with clients and internal teams.
· Motivated, results driven, organized, detail oriented, approachable, and client-centric
· Work a flexible schedule that may include evenings and rotational weekends.
· Ability to write, read, and communicate in English
Pay: $29.81 - $40.38 per hour
Benefits:
- 401(k) 4% Match
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience:
- building industry product: 2 years (Required)
- client services and account management: 3 years (Preferred)
Work Location: In person
