Senior Client Experience Project Manager

Role Description

The Client Experience Senior Project Manager is responsible for driving our client services team to provide exceptional value to Skyline Displays' most important clients. This role involves coordinating with multiple stakeholders to ensure successful project execution, from concept to completion. The Client Services Senior Project Manager is critical to sustaining and growing client relationships, designing and optimizing business processes, and leading solution development efforts for our highest value deep relationships clients.

Essential Responsibilities

• Client Relationship Management: Serve as the primary point of contact for key clients, ensuring their needs are met with a focus on long-term relationship building.
• Client Retention and Progression: Drive retention and growth of relationships ensuring clients receive ongoing value through continuous engagement, tailored solutions, and identifying opportunities to add value and expand services.
• Business Process Design and Optimization: Lead the design, implementation, and continuous improvement of business processes that enhance client service delivery and operational efficiency.
• Solution Development Leadership: Lead solution development efforts for the full lifecycle of client projects, working with cross-functional teams to design and deliver customer solutions that meet client needs while ensuring adherence to Skyline’s processes and policies.
• Project Management: Oversee the execution of complex client projects, ensuring they are delivered on time, within scope, and to the highest quality standards. Manage information flows, approvals, and project closeout activities.
• Communication: Serve as the primary point of contact for clients, internal teams, and external partners, ensuring clear and consistent communication.
• Coordination: Collaborate with internal teams to streamline processes, reduce redundancies, and optimize workflows to improve client outcomes.
• Documentation: Develop and document best practices for client services, ensuring consistency and high-quality services across Skyline Displays.
• Problem-Solving: Apply best practices in project management to resolve issues, communicate solutions, and manage client expectations.
• Quoting and Approval: Help gather project costs from vendors, suppliers, and internal sources and create quote documents. Liaise with internal teams and clients to drive the quote approval process.
• Invoicing: Facilitate invoicing with the commercial team, key account managers, and finance.
• Client Portfolio Management: Oversee a portfolio of clients, ensuring that project solutions are aligned with client needs and risk management strategies.
• Technical Support: Review, redline, and support the development of fabrication drawings as needed.
• Travel: Be willing to travel as required for project fulfillment.

Additional Responsibilities

• Expertise in Company Processes: Serves as the go-to expert on all company processes related to client services, ensuring they are followed and optimized for efficiency. Provide training and support to other departments on client services processes, ensuring a unified approach to client management.
• Multi-Tasking: Manage multiple complex projects simultaneously, prioritizing tasks, maintaining quality, and staying within budget.
• Results Oriented: Willing to challenge the status quo.
• Team Leadership and Development: Monitor and develop novice and beginner client experience team members, fostering a culture of continuous learning and professional growth.

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.
• Industry Expertise: Strong 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.
• Decision-Making: Skilled in making informed decisions based on industry knowledge and business insight, with a focus on long-term solutions.
• 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 a related field.
• Experience: Minimum of 2 years in a Project Manager role or similar position. Trade Show or Event Industry Experience required. PMP or CAPM Certified is a plus.
• Skills: Expert knowledge in project management abilities, effective communication skills, and experience in building and maintaining client relationships with a track record of retaining and growing long-term connections.
• Attributes: Energized, organized, detail-oriented, and able to manage multiple priorities.

Company Description

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 needed, to assist them in performing essential job functions.