Client Success Manager

Overview:

At MSA, we have the desire to benefit communities and improve how people interact with their environment. We are seeking a motivated and strategic Client Success Manager to join our growing team in Baraboo, WI. This exciting new role is critical to ensure our clients achieve their goals through seamless project execution and exceptional service.

Who we are & how we help

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. '

MSA's 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 a , 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 we've formed based on trust, firm handshakes, and the belief that together - we can accomplish anything.

Core Values

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 client's perspective.

Collaborate with Learning & 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 Bachelor's 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.

We've Got Your Back - Support when you need it, independence when you don't. We're 400+ team members strong, operating as one cohesive MSA.

Passion & Purpose - We're passionate about what we do and proud of it! Join us to share inspirations, 'geek out' and think big.

Pay & Perks - We offer competitive industry pay and a variety of perks - just a few of the things that make us uniquely MSA.

Communities of Practice - Our CoPs are our company think tanks and idea generators, the perfect means to regularly share, collaborate and learn together.

Work-Life Integration - Life doesn't stop when the work day begins. MSA supports our employees as professionals, parents, citizens and friends - with the understanding and flexibility to meet your obligations and balance your time.

Commitment to Learning - We support the professional aspirations of our employees with ongoing training options, tuition reimbursement opportunities, and the technology to keep us connected, creative and competitive.

Community Engagement - We give back to the communities in which we live, work and play. MSA employee owners are volunteers, educators, STEM outreach participants and event attendees, supported by dedicated corporate sponsorship and donations initiatives.

Best-In-Industry Benefits

Employee Stock Ownership Plan (ESOP) - MSA is an ESOP S-Corporation, which means that our company is 100% owned by us! Through the ESOP, eligible employees receive MSA stock in the form of company shares as a percentage of compensation, at no cost to the employee.

Quality Insurance Options - Medical, dental and vision coverage for you, your spouse or domestic partner and eligible dependents

Paid Time Off - All full-time employees will receive, at minimum, 17 days (that's 3+ weeks!) of paid time off in the first year alone.

Paid Holidays - MSA offers time off pay for 8 holidays in every calendar year.

Paid Parental Leave - Both parents will receive 2 weeks of paid time off and birth parents are eligible for additional paid time off under MSA's Short Term Paid Leave. The paid 2 weeks of time also applies to adoption and foster care placement.

Supplemental Insurance - MSA pays 100% for all employees to have life insurance, long-term disability insurance and short-term disability insurance.

401k Retirement Savings Plan - Employees can also choose to participate in a 401k plan, with a generous employer match that is immediately 100% vested.

Short Term Incentive (STIP) - This program rewards employees who meet performance goals with a one-time annual STIP payment as a percentage of their eligible compensation - recognition of individual accomplishments and achieving organizational goals. STIP payments are awarded if MSA reaches its corporate financial plan for the year.

MSA is an equal opportunity/affirmative action employer that is committed to diversity and inclusion in the workplace. At MSA, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, pl.