Client Project Manager 2

Summary

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.

Essential Functions

• 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.
  
  

Qualifications

Education and Experience:

• 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.
  
  

Required Knowledge

Required Knowledge and Skills

• 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.
  
  

Required Skills

• 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.
  
  

Working Environment

Work is performed in an office setting.