Client Experience Project Manager

Skyline Exhibits is a leader in the exhibit industry, dedicated to creating impactful experiences for clients. The Client Experience Project Manager will manage client relationships, oversee project execution, and ensure high-quality service delivery to drive client satisfaction and business growth.

Responsibilities:

• Client Engagement: Serve as the primary contact for a portfolio of mid-level clients managing their needs and expectations throughout the project lifecycle
• Project Management: Oversee the execution of client projects from start to finish, ensuring they are delivered on time, within budget, and to client specifications at the highest quality
• Communication : Maintain regular communication with clients, addressing their inquiries, providing updates, and ensuring overall client satisfaction
• Coordination : Collaborate with Sales, Account Management, and Operations teams to resolve any process bottlenecks, ensuring smooth operations and adherence to timelines
• Documentation: Contribute to the development and refinement of documentation, ensuring clarity and accessibility for the team and ensure that all project documentation is up-to-date and accurately reflects the status of each project
• Problem-Solving: Monitor project progress and proactively address any issues that arise, keeping internal teams informed, and applying best practices to resolve issues. Ability to provide creative and corrective solutions to problems
• Quoting and Approval: Help gather project costs from vendors, suppliers and internal sources and create quote documents. Liaise with internal teams and client to drive quote approval process
• Invoicing: Facilitate invoicing with commercial team, key account managers and finance
• Project Budget Management: Assist in preparing project proposals, estimates, and manage project remaining within budget and maintaining P&L documentation. Manage information flows, approvals and project closeout activities
• Client Management : Act as a point of escalation for client issues, resolving them in a manner that maintains positive client relationships. Manage customer expectations to deliver a high level of customer service, managing relationships and communication with all key stakeholders
• Change Order Management: Identify client change orders and manage internal teams and process handoffs to execute change orders on schedule, including creation of change order documentation
• Fee Preparation: Prepare and manage and invoice exhibit storage fees, prep in/out fees, and I&D supervision. Monitor late exhibit returns and follow-up. Quote and apply freight accordingly to all orders
• Travel: Be willing to travel as required for project fulfillment
• Reporting: Prepare and present regular reports on client satisfaction, project outcomes, and service performance to the team
• Project Analysis: Analyze client feedback and project results to identify areas for improvement and contribute to the continuous enhancement of the client services team
• Professional Development: Continue to enhance skills in client services, sales, business, and marketing

Requirements:

• Bachelor's degree in business administration, marketing, or related field
• Minimum of 1 year in a Project Coordination role or similar position
• Strong organizational and time management skills
• Effective communication and interpersonal skills
• Experience in establishing client relationships
• Proficiency in Microsoft Office
• Familiarity with project management tools
• Experience in using Microsoft Office programs and other relevant project management tools such as Adobe Workfront, Smartsheet, Rike or Asana