Client Program Lead

Responsibilities

• Serve as overall internal knowledge base and pivotal point of contact for all matters related to assigned client.
• Monitor client program KPIs/scorecards, anticipate needs, spot trends and opportunities, and report out to the organization.
• Accountable for Program Service, maintenance, and health of program, QBR; leads client/lab/vendor onboardings and trainings.
• Serve as primary point of contact between Client Program Team and clients, leading engagements between the client and other UL teams.
• Ensure Program Requirements are clearly documented, communicated, and updated throughout the organization.
• Collaborate and coordinate with Operations, Support Services, Quality Assurance, Sales, Business Development and other affiliated stakeholders to ensure that clients experience superior service.
• Lead client discussions related to their testing, audits, inspections and other service needs and program development, onboarding and delivery.
• Support quarterly business reviews, corrective action plans, and client projects.
• Follow up on inquiry calls; respond to specific client inquiries promptly and professionally.
• Monitor profitability of account and look for ways to improve efficiency and profitability through standardization, centralization, or automation.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

Qualifications

• University degree (equivalent to a Bachelor's degree) in a related discipline.
• 8+ years of directly related experience.
• Familiarity with testing, audits and inspections within the Retail, Wholesale industry.
• Demonstrated ability to keep multiple projects on schedule.
• Demonstrated ability to successfully manage complex client programs.
• Ability to serve as liaison between sales, marketing, client services and operations fulfillment functions by applying knowledge of UL services, policies and procedures.
• Demonstrated computer literacy and ability to use company databases.
• Excellent problem-solving and negotiation skills.
• Demonstrated ability to successfully interface with customers of all levels.

Benefits

• Health benefits: medical, dental and vision.
• Wellness benefits: mental and financial health.
• Retirement savings (401K) commensurate with standard rewards offered in each location or country.
• Paid time off: vacation (15 days), holiday including floating holidays (12 days), sick time off (72 hours).

Pay

The estimated salary range for this position is $101,000 – $120,000, based on job-related knowledge/skills, experience, geographical location, and other factors. This position is eligible for an annual bonus with a target payout of 20% of base salary.