CX Project Manager

Job Description

Job Title: CX Project Manager Department: Client Experience Reports To: Sr. Manager Client Experience Location: Remote At Skyline Exhibits, we create custom exhibits, without the custom price tag inspiring people to create impactful experiences. Our ultimate focus is empowering clients to succeed. With passion for the customer experience, our team delivers a best-in-class journey for maximum trade show and event success. Since our inception in 1980, we have been recognized as a design leader in the exhibit industry, intent on creating products that help marketers exhibit more easily and efficiently. With over 100 patents, we continue aggressively developing and testing products to evolve your success on the trade show floor. Our exhibit, display and digital experience products help clients elevate their brand on the show floor. Position Overview The Client Experience Project Manager is responsible for proactively managing relationships and ensuring the delivery of high-quality services to Skyline Displays clients. This role takes increased responsibility in process management, client engagement, and team collaboration for projects from start to finish. The Client Experience Project Manager is part of the Client Experience team supporting the execution of strategies that sustain client satisfaction and drive business growth and revenue realization. Essential 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. Additional Responsibilities

• 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. Desired Competencies

• Client Service Excellence:

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