Client Experience and Sales Coordinator

Job Description

Job Description

Career Opportunity: Client Experience & Sales Coordinator

Location: Santa Fe, New Mexico
Compensation: $40/hour (approximately $83,200 annually)

About Urbana Landscaping

Urbana Landscaping is a boutique landscape design and construction firm specializing in extraordinary outdoor living spaces throughout Santa Fe.

Every project we create is custom designed. We do not sell pre-packaged landscaping solutions or cookie-cutter designs. Each property is unique, every design is original, and every client has a different vision.

Our clients include successful business owners, executives, professionals, artists, and individuals who expect exceptional service, thoughtful communication, and outstanding craftsmanship. Building trust and creating an extraordinary client experience is just as important as the landscapes we build.

Our work sits at the intersection of art and construction. Every project is a collaboration between homeowners, designers, craftspeople, and our team. While the goal is always the same—creating something extraordinary—the path to get there is rarely identical from one project to the next. The ability to communicate well, build relationships, and navigate the human side of the process is just as important as staying organized.

Position Overview

The Client Experience & Sales Coordinator is one of the most important positions at Urbana Landscaping.

For many clients, you will be the first person they speak with and one of the people they communicate with throughout their experience with Urbana. In many ways, you are the face and voice of our company.

When someone reaches out to Urbana, we become deeply interested in their vision and what this project means to them.

This is not a script-driven sales position.

It is a relationship-driven role built on curiosity, communication, and genuinely understanding what clients hope to create.

You enjoy asking thoughtful questions, listening carefully, and helping clients feel heard. You understand that every inquiry represents someone's home, investment, and dream—not simply another sales opportunity.

Along with creating an exceptional client experience, you will manage our established sales process through HubSpot, coordinate appointments, maintain accurate records, and ensure every opportunity receives thoughtful follow-through from the initial inquiry through the sales process.

Required Experience

We are seeking someone with 2–5 years of experience in consultative, relationship-based sales or client relationship management.

This is not a transactional sales position.

Our sales process is much more comparable to luxury residential real estate, architecture, interior design, or custom home building than traditional retail or service sales.

Ideal experience includes:

• Luxury residential construction
• Landscape design
• Architecture
• Interior design
• Custom home building
• Remodeling
• Luxury real estate
• Design-build firms
• High-end home services
• Other consultative sales environments

Candidates should have experience with:

• HubSpot CRM (preferred)
• Managing multiple active client opportunities simultaneously
• Calendar management and scheduling
• Professional phone and written communication
• Detailed note-taking and documentation
• Following established sales systems and processes
• Independent problem solving
• Organization and prioritization
• Building long-term client relationships

Key Responsibilities

Client Experience

Serve as the primary point of contact for prospective and existing clients.

Responsibilities include:

• Answering incoming phone calls
• Responding to emails
• Responding to website and social media inquiries
• Speaking with approximately 15–20 prospective or existing clients each day
• Learning about each client's vision and goals
• Asking thoughtful questions to understand what they hope to create
• Coordinating communication between clients and the owner
• Providing updates throughout the sales process
• Delivering a warm, polished, and professional experience with every interaction

Sales Process & HubSpot

Manage Urbana's established sales process using HubSpot.

Lead sources include:

• Referrals
• Past clients
• Website inquiries
• HubSpot forms
• Google
• Instagram
• Facebook
• Nextdoor
• Direct phone calls
• City permit lists
• Outbound prospecting

Responsibilities include:

• Monitoring HubSpot throughout the day
• Responding promptly to new inquiries
• Qualifying prospective clients
• Scheduling consultations
• Coordinating calendars
• Preparing detailed appointment notes for the owner
• Maintaining accurate CRM records
• Tracking follow-up activities
• Ensuring every opportunity receives timely and consistent follow-through

Client Follow-Up

Following consultations, you will:

• Contact prospective clients
• Gather feedback regarding their experience
• Answer questions
• Clarify next steps
• Maintain communication throughout the decision-making process
• Help ensure every client feels informed and cared for

Office Operations

As the primary in-office team member, you will help keep Urbana operating smoothly.

Responsibilities include:

• Maintaining an organized office
• Managing incoming mail and deliveries
• Ordering office supplies
• Supporting administrative needs
• Assisting with documentation
• Creating a welcoming environment for clients, vendors, and employees
• Supporting the owner and project team as needed

Marketing & Client Outreach

Support ongoing client communication by:

• Sending the weekly HubSpot newsletter
• Following up with past clients
• Supporting referral outreach
• Contacting homeowners from city permit lists
• Helping maintain strong long-term client relationships

Reporting & Planning

Provide visibility into the sales process through:

Daily Updates

• New leads
• Scheduled appointments
• Follow-up completed
• Outstanding action items

Weekly Reports

• Sales activity
• Lead sources
• Conversion metrics
• Weekly action plan
• Key performance indicators

The Nature of Our Work

Creating extraordinary outdoor living spaces is both a creative and deeply personal process.

Our clients are not simply purchasing landscaping. They are investing in the place where they will gather with family, celebrate milestones, entertain friends, and enjoy their home for years to come.

Because every project is custom designed, the process is highly collaborative and often involves passionate people with different perspectives. Homeowners are emotionally invested in their vision. Designers are passionate about creating something exceptional. Craftspeople take pride in their work. Our owner is deeply committed to every client and every project.

Like any creative process, ideas evolve, unexpected situations arise, and conversations occasionally become emotional. The right person understands that this is a natural part of creating one-of-a-kind spaces.

You are someone who enjoys working with people.

You listen before reacting.

You communicate with empathy, professionalism, and confidence.

You help people feel heard.

You remain calm when others become frustrated.

You are comfortable navigating conversations with strong personalities while helping everyone move toward a positive outcome.

You understand that exceptional client service is not simply about providing answers—it is about building trust.

Who Will Thrive in This Role

The ideal candidate naturally enjoys building relationships and creating exceptional experiences.

They:

• Are genuinely curious about people and their stories.
• Ask thoughtful questions and listen carefully.
• Build trust quickly.
• Communicate with warmth and professionalism.
• Stay organized and follow through consistently.
• Take ownership without needing constant direction.
• Enjoy balancing conversations, details, and priorities throughout the day.
• Remain composed and solution-oriented when situations become challenging.
• Appreciate both creativity and structure.
• Take pride in representing a premium brand.

Why This Role Matters

Every landscape we create is unique because every client is unique.

The Client Experience & Sales Coordinator plays a central role in ensuring that every prospective client, every conversation, and every opportunity reflects the level of care, professionalism, and attention to detail that defines Urbana Landscaping.

This position allows our owner and design team to focus on creating extraordinary outdoor environments while ensuring that every client feels heard, informed, supported, and genuinely cared for throughout their experience with Urbana.

At Urbana Landscaping, we don't simply design landscapes.

We build lasting relationships through exceptional experiences.

We are an up and coming landscape design firm, providing people with the opportunity to experience the sublime as they connect to nature around their homes. Our company culture accentuates peer support, collaboration and knowledge sharing while also expecting punctuality, high work ethics, timely delivery of results in the workplace. We are striving to become an inclusive, community focused environment for people to excel and learn.

Company Description

We are an up and coming landscape design firm, providing people with the opportunity to experience the sublime as they connect to nature around their homes. Our company culture accentuates peer support, collaboration and knowledge sharing while also expecting punctuality, high work ethics, timely delivery of results in the workplace. We are striving to become an inclusive, community focused environment for people to excel and learn.