Responsible for supporting the project management team by providing training on process and technology, being the subject matter expert (SME) and change agent, or supporting a team within a product line. Manages assigned client revenue load up to $2.0M. ESSENTIAL FUNCTIONS:
- Mentors team members to foster a high-performance work environment.
- Provides guidance on policies and processes that are implemented across the company and provides support to team members to ensure team compliance.
- Trains team with skills and knowledge in project management practices needed to succeed.
- Works with the Customer Experience supervisors and managers to understand the needs of the team and how to support the them.
- 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 five (5) years of customer service experience; OR an equivalent combination of education, training, and experience.
- Complex principles, practices, and techniques of customer service.
- Applicable industry laws, codes, and regulations.
- Computer applications and systems related to the work.
- Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
- Principles and techniques of providing effective oral presentations.
- Principles and practices of program planning, development, and evaluation.
- Correct business English, including spelling, grammar, and punctuation.
- Performing and providing professional-level customer service in a variety of markets.
- Training others in policies and procedures related to the work.
- Interpreting, applying, and explaining applicable laws, codes, and regulations.
- Preparing functionals reports, correspondence, and other written materials.
- Using initiative and independent judgment within established organizational and department guidelines.
- Using tact, discretion, and prudence in working with those contacted in the course of the work.
- Performing effective oral presentations to large and small groups across functional peers and the department.
- Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
- Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.
Work is performed in an office setting. Qualifications
Pace® Analytical Services
Pace® makes the world a safer, healthier place. Committed to advancing the science of businesses, industries, consulting firms, government agencies, and others, Pace® offers local-level service backed by a national laboratory network. Through in-lab and emergency onsite services, Pace® ensures our air, water, soil, and more are safe.