Client Journey Liaison

Las Vegas, NV - USA

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

The Client Journey Liaison serves as the dedicated guide communicator and ambassador for Blue Heron clients throughout their entire journeyfrom contract through design construction home delivery and into warranty.

This role ensures clients always feel informed cared for personally understood and confidently supported. The Client Journey Liaison manages client communication touchpoints coordinates scheduling across departments maintains client information and insights in HubSpot and proactively prepares clients for each phase of their journey.

Acting as the connective link between Sales Marketing Design Pre-Construction Construction and Client Services; the Client Journey Liaison ensures information flows clearly and consistently behind the scenes so clients never feel lost or uncertain. With a strong emphasis on hospitality emotional intelligence and organization this role orchestrates proactive communication issue de-escalation and resolution and meaningful interactions.

How the role contributes

Client Experience & Communication

Serve as the primary client-facing communicator from contract through warranty.
Deliver a consistently elevated curated and emotionally supportive client experience that reflects the Blue Heron brand.
Proactively communicate updates expectations and next steps across all phases of the journey (design pre-construction construction delivery warranty).
Prepare clients for upcoming meetings decisions and transitions ensuring clarity confidence and reduced stress.
Monitor client sentiment and emotional experience anticipating needs and proactively addressing concerns.
Support the improvement of client NPS and satisfaction scores by delivering proactive solutions-oriented high-touch consistent and reliable experiences.
Manage a high volume of clients without sacrificing quality responsiveness or personalization.

Coordination & Scheduling

Manage all client scheduling across departments (Sales Design Architecture Pre-Construction Construction Purchasing Client Services).
Assist with coordination of logistics for client meetings presentations site visits and key milestones.

HubSpot & Information Management

Maintain accurate detailed client information notes and insights in HubSpot.
Document client preferences priorities and key decisions to support a seamless experience across teams.
Track communication history and ensure follow-ups are timely complete and consistent.

Cross-Functional Collaboration

Act as the bridge between Sales Design Pre-Construction Construction Client Services ensuring smooth handoffs and continuity of information.
Route client questions or concerns to the appropriate department and follow through to resolution.
Collaborate at varying depths with all internal teams to anticipate client needs and prepare for upcoming phases.
Support internal alignment on client expectations timelines and critical milestones.

Requirements

What the team member brings to the role

5 years of experience in luxury hospitality client services high-end residential real estate or related client-facing roles.
Experience working in a highly coordinated cross-functional environment (e.g. design construction real estate or professional services strongly preferred).
Proficiency with CRM platforms (HubSpot preferred) and comfort managing client data notes and workflows.
Proven track record of delivering elevated service-oriented client experiences.
Strong written and verbal communication skills; able to translate complex processes into clear reassuring messaging.
High emotional intelligence (EQ) with the ability to read the room remain calm under pressure and support clients through an emotional high-stakes journey.
Exceptionally organized detail-oriented and reliable; able to juggle multiple clients and priorities simultaneously.
Strong proactive communicator who anticipates questions before they arise and keeps clients one step ahead.
Collaborative one team orientation with the ability to build strong relationships across departments.
Comfortable in a fast-paced evolving environment with a focus on continuous improvement.
Demonstrates sound judgment accountability and follow-through.