Client Experience Lead for Creative Event Business

We are a boutique event rental and fabrication business that services everything from high end parties and corporate events to festivals and weddings. You will be working directly with clients to ensure they have the best possible experience from the time they book their order through the execution of their event, and internally with our Sales, Production, and Operations departments to facilitate communication between the teams. Identifying customer needs & opportunities to upsell post-booking Gathering customization details (paint colors, brand assets, custom modifications) and communicating them to Production and Operations Executing simple graphic design and file production, when required to fulfill customization elements of upcoming orders Placing and overseeing orders with our subcontractor vendors (printing, plants, tabletop) Assisting with the execution of customization (paint, vinyl, installation) when necessary Managing client expectations post-booking Ensuring post-booking success for all of our clients (including event logistics, contract changes) Using event expertise to guide clients as they finalize their logistics Identifying and resolving inventory conflicts on upcoming orders Working with Operations to strategize in preparation for large and/or complicated deliveries Acting as a client liaison onsite during event setup (including events that arise outside standard working hours) Assisting with onsite installation of customization elements (vinyl, dimensional lettering) Resolving client concerns and questions quickly before, during, and after events (including those that arise outside standard working hours) Addressing missing and damaged items with the client post-event, and charging fees where applicable Working with Accounts Receivable to close the loop on invoice payments Collecting client feedback and reviews Organizing post-event client gifting Maximizing sales and delivery capacity by managing logistics schedules Facilitating communication between Sales, Production, and Operations Logging and recording relevant communication, notes, data, etc in the Client Directory Handling each interaction with empathy and compassion Fostering long-term client retention Turning clients into gushing promoters and PATM advocates Advocating for clients to ensure their needs are met or exceeded Attending industry events on occasion, to invest in existing client relationships Ingenuity and the ability to problem solve in real time A keen interest in interior design, graphic design, and/or experiential events A basic understanding of Adobe InDesign and Adobe Illustrator The ability to build and nurture relationships The ability to thrive in a dynamic, fast-paced environment A desire to always go above and beyond Someone who can take a project and run with it, but who also isn’t afraid to ask questions Be ready to be part of the event industry! Client services: 1 year (Preferred)