Client Experience Senior Coordinator

We are Olsson, a team-based, purpose-driven engineering and design firm. Our solutions improve communities and our people make it possible.

Our most meaningful asset is our people, and we are dedicated to providing an environment where they can continue to learn, grow, and thrive. Our entrepreneurial spirit is what has allowed us — and will continue to allow us — to grow. The result? Inspired people, amazing designs, and projects with purpose.

As a Client Experience Senior Coordinator, you will help manage the day-to-day tasks of the Client Experience Team. The Client Experience Senior Coordinator implements plans and procedures to achieve the team’s client experience objective to ensure the client experience lives up to the firm’s brand promise, providing a personal approach to feedback. Advises technical teams and leadership on daily client experience matters and provides solutions for complex matters.

Primary Duties and Responsibilities:

• Conceptualizes and creates information and/or materials to be included in various client experience activities such as client feedback, proposal debriefs, project debriefs and client approach strategy.Establishes, communicates, and meets deadlines for timely completion of client visits and client feedback analysis.
• Leads project-specific client experience strategy meetings.
• Independently provides solutions to the firm’s day-to-day client experience needs and resolves complex matters through knowledge and experience with the organization and best practice procedures.
• Partners with technical leadership on critical client experience feedback initiatives.
• Applies client experience best practices to improve the effectiveness of client experience communications and resources.
• Executes strategies to build open feedback relationships with key clients.
• Supports and guides employees through complex client experience feedback experiences, focusing on blind spots and areas of superior performance.
• May supervise and guide the work of less experienced staff.
• Utilizes effective market research methods to track trends and market demands.
• Implements best practice client service processes and procedures.
• Develops client panel concepts and supervises client feedback panel activities.
• Independently maintains consistent workload in line with team and firm-wide goals.

You are passionate about:

• Working collaboratively with others
• Having ownership in the work you do
• Using your talents to positively affect communities

You bring to the team:

• Excellent communication skills
• Ability to contribute and work well on a team
• Ability to develop and foster effective professional relationships internally and externally
• Minimum of 6 years of experience with client interaction
• Familiar with Microsoft Office (Excel, Word, OneNote and PowerPoint)
• Prior CRM experience helpful, as is an understanding of engineering and design terms
• Superior tactful, diplomatic approach, with strong interpersonal, problem-solving and decision-making skills.
• Ability to develop and foster effective professional relationships and trust both internally and externally.
• Ability to work independently
• Strong organizational skills.

Olsson is a nationally recognized, employee-owned firm specializing in planning and design, engineering, field services, environmental, and technology. Founded in 1956 on the very mindset that drives us today, we’re here to improve communities by making them more sustainable, better connected, and more efficient. Simply put, we work to leave the world better than we found it.

As an Olsson employee, you’ll receive our traditional benefits package (health care, vision, dental, paid time off, etc.), plus you’ll:

• Become an owner in the company after your first year through our Employee Stock Ownership Plan (ESOP)
• Engage in work that has a positive impact in communities
• Receive an excellent 401(k) match
• Participate in a wellness program promoting balanced lifestyles
• Benefit from a bonus system that rewards performance
• Have the possibility for flexible work arrangements

Olsson is an EEO employer. We encourage qualified minority, female, veteran and disabled candidates to apply and be considered for open positions. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or military status.

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