Client Experience Project Manager

Essential Responsibilities

• Serve as the primary contact for a portfolio of mid-level clients managing their needs and expectations throughout the project lifecycle.
• 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.
• Maintain regular communication with clients, addressing their inquiries, providing updates, and ensuring overall client satisfaction.
• Collaborate with Sales, Account Management, and Operations teams to resolve any process bottlenecks, ensuring smooth operations and adherence to timelines.
• 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.
• Monitor project progress and proactively address any issues that arise, keeping internal teams informed, and applying best practices to resolve issues. Provide creative and corrective solutions to problems.
• 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.