CX Project Manager

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: Demonstrates the ability to build and maintain productive relationships with clients, proactively anticipates their needs, and responds swiftly to requests and feedback.
• Effective Collaboration: Proven ability to work collaboratively with internal and external stakeholders to achieve shared goals and resolve issues. Opportunistically cross-sell and upsell Skyline products and services.
• Industry Expertise: Competent understanding of industry practices, including reading and interpreting construction drawings, setup prints, and translating design models into actionable plans.
• Communication Skills: Capable of delivering clear, concise, and tailored communications to various audiences, including written proposals, updates, and documentation.
• Results-Driven: Able to manage multiple tasks and projects under tight deadlines, delivering results that meet or exceed expectations.
• Organizational Proficiency: Highly organized with the ability to prioritize tasks, manage schedules, and adapt to changes while maintaining efficiency.
• Technical Proficiency: Experienced in using Microsoft Office programs and other relevant project management tools such as Adobe Workfront, Smartsheet, Rike or Asana preferred.
• Adaptability and Learning: Open to feedback, flexible in approach, and committed to continuous learning and development.

Qualifications

• Education: Bachelor’s degree in business administration, marketing, or related field. 
• Experience: Minimum of 1 year in a Project Coordination role or similar position. 
• Skills: Strong organizational and time management skills, effective communication and interpersonal skills, and experience in establishing client relationships. Proficiency in Microsoft Office and familiarity with project management tools are essential.

We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.