What are the responsibilities and job description for the Client Project Manager 2 position at Pace® Analytical Services?
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.
Job Description
Responsible for project setup, oversight of sample receipts, monitoring project status, and ensuring that samples are collected, analyzed, documented, and reported in conformance with client requirements, as well as project closure. This position can expect to carry up to $2.5M in revenue depending on experience, client assignments and other business needs while providing excellent technical and customer-centric service.
- 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 intermediate-level 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 intermediate-level 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.
- Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND three (3) years of customer service experience; OR an equivalent combination of education, training, and experience.
- Intermediate-level 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.
- Intermediate-level principles and techniques of providing effective oral presentations.
- Intermediate-level 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.
Additional Information
Benefits
80 hrs of paid vacation per year, 7 paid holidays per year, 2 floating holidays per year (prorated based on start date), 40 hrs paid sick time per year, paid bereavement leave (days based on relation to the employee), 8 hrs paid volunteer time per year, parental leave, medical, dental, vision, voluntary short-term disability, long-term disability, life insurance, voluntary supplemental life insurance, traditional 401k and ROTH 401k with a company match, HSA, FSA, employee referral bonus, employee assistance program, tuition reimbursement program, employee recognition program, voluntary ID theft coverage, voluntary legal coverage, voluntary accident insurance, voluntary hospital indemnity insurance, and voluntary critical illness insurance.
Equal Opportunity Employer
Pace® provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Work Schedule Monday through Friday, 8:00 AM - 5:00 PM
