At MSA, we have the desire to benefit communities and improve how people interact with their environment. We are seeking a motivated and strategicClient Success Managerto join our growing team inDes Moines, IA.

This exciting new role will oversee and manage our Client Rating System, map the MSA business processes from the eyes of our clients, and oversee Learning and Development related to client service fundamentals.

WHO WE ARE

What does it mean to serve communities for over 100 years? It means doing the type of work that helps people raise a family, grow a business, engage with their neighbors, and enjoy a variety of unique, enduring spaces that form the fabric of home.

MSAs roots reach back to 1919. What began with an entrepreneurial solo practitioner in Baraboo, Wisconsin, has grown into a robust and thriving company of over 400 employee owners conducting work across the country. As a100% employee-owned firm{target="_blank" rel="noopener"}, when we say we own our work, we mean it. We stand behind the quality of our designs, the integrity of our people, and the generations of client relationships weve formed based on trust, firm handshakes, and the belief that together we can accomplish anything.

OUR CORE VALUES

OUR COMMITMENT TO DEIB

MSA seeks to provide a workplace where everyone can feel secure in bringing their authentic selves to work, where opportunities to learn and succeed are afforded to all, and in which diversity of perspective leads to an innovative and successful employee-owned firm.

Responsibilities

WHAT YOU WILL DO

• Coach, mentor and develop client-facing service professionals.
• Manage Client Rating System and analyze data for strategic insights to improve client experience.
• Map and improve business processes from the clients perspective.
• Collaborate with Learning and Development for skills assessments and training.
• Contribute to Operations marketing plan and budget based on client experience.
• Champion client experience and propose measurable systems to increase client retention, tracking metrics like NPS, CES, and CLV.
• 50% travel to other company offices (17 offices in WI, IA, MN and IL). Some overnight travel is expected.

Qualifications

WHAT YOU BRING

• A Bachelors degree in Business, Marketing, Public Relations or other related field or equivalent combination of education and experience
• A minimum 10 years of progressive experience in client service and/or business development and sales
• Experience within an A/E/C firm is preferred
• Ability to negotiate persuasively to produce positive outcomes, instill trust and confidence from others, and demonstrate high personal and professional standards in performance
• Familiarity with customer relationship management databases
• The selected candidate must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future. We are unable to provide or take over sponsorship of an employment visa for this role.

The full job description can be available upon request.

Why MSA? We're glad you asked!

Better Together- A collaborative work environment that promotes open doors, new ideas and honest opinions.

Multi-disciplinary Opportunities- As multi-talented people in a multi-disciplinary firm, we encourage everyone to follow their interests, seek new experiences and apply their skills where they feel most impactful.

Weve Got Your Back- Support when you need it, independence when you dont. Were 400+ team members strong, operating as one cohesive MSA.