Client Project Manager 1

About the role

Are you ready to work making the world a safer, healthier place? Join our mission to continuously move science forward; to innovate and advance all aspects of our business to improve the health and safety of our communities and lives. Find Your Place at Pace - We need you - your curiosity, your talents, and your drive - to help us advance this important work.

Responsibilities

• Onboards new clients, provides comprehensive training and resources to understand products and services; sets up initial client profile and data in LIMS correctly and accurately.
• Builds and maintains strong, long-term relationships, serves as the primary point of contact for client inquiries and issues, and conducts regular check-ins with clients to ensure satisfaction.
• Addresses client concerns and resolves issues promptly, coordinates with the lab functions/departments to ensure timely completion of client work or resolution of problem.
• Provides ongoing education and training to clients to help them maximize product usage.
• Monitors client's health and proactively addresses potential churn risks, develops and executes strategies for client retention and contract renewals in partnership with sales and operations.
• Identifies upsell and cross-sell opportunities and communicates to sales and operations.
• Provides project planning/timing with lab, sales and the client and ensures the project is set up correctly in LIMS, pricing is accurate, and details are communicated to the respective parties.
• Identifies and resolves project issues promptly.
• Reviews project deliverables to ensure they meet quality standards and client requirements; manages client feedback and ensures continuous improvement.
• Maintains clear and consistent communication with clients and internal teams; prepares and delivers project status reports on progress, risks and issues.
• Conducts project closure to ensure final deliverables and client satisfaction are confirmed, client is invoiced, evaluates project success, and support accounting needs regarding invoicing/payment.
• Works closely with cross-functional teams to ensure project outcomes align with client objectives.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

Qualifications

Education and Experience: Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND two (2) years of customer service experience; OR an equivalent combination of education, training, and experience.

Required Certificates, Licenses, and Registrations: Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation. None.

Required Knowledge:

• Principles, practices, and techniques of customer service.