Client Project Manager 1

Pace® Analytical Services•Huntersville, NC

13d•Onsite

About The Position

Responsible for project setup, oversight of sample receipt, monitoring project status, and ensuring samples are collected, analyzed, documented, and reported in accordance with client requirements. Oversees projects through completion, including closure activities. This role may manage up to $2M in revenue, depending on experience, client assignments, and business needs, while delivering strong technical and customer-focused service.

Requirements

Bachelor’s degree in business administration, chemistry, biology, or a related field; AND two (2) years of customer service experience; OR an equivalent combination of education, training, and experience.
Customer service principles, practices, and techniques.
Applicable industry laws, regulations, and standards.
Computer applications and systems related to the work.
Effective interaction with diverse individuals, including challenging situations.
Presentation and communication techniques.
Program planning, development, and evaluation principles.
Proper business English, including grammar, spelling, and punctuation.
Delivering professional-level customer service across multiple markets.
Training others on policies, procedures, and systems.
Interpreting and applying laws, regulations, and standards.
Preparing reports, correspondence, and written communications.
Exercising initiative and independent judgment within established guidelines.
Demonstrating tact, discretion, and professionalism in all interactions.
Delivering presentations to various audiences.
Contributing to team goals and organizational objectives.
Building and maintaining effective working relationships.

Responsibilities

Onboard new clients by providing training and resources; accurately establish client profiles and data in LIMS.
Build and maintain strong client relationships; serve as the primary point of contact for inquiries and issue resolution; conduct regular client check-ins.
Address client concerns promptly and coordinate with laboratory and operational teams to ensure timely completion of work; provide ongoing client education on services and products.
Monitor client health and proactively address potential retention risks; support retention and renewal strategies in partnership with sales and operations; identify and communicate upsell and cross-sell opportunities.
Coordinate project planning and timelines with lab, sales, and clients; ensure accurate project setup in LIMS, including pricing and scope.
Identify and resolve project issues in a timely manner.
Review project deliverables to ensure quality standards and client requirements are met; incorporate feedback for continuous improvement.
Maintain clear communication with clients and internal teams; prepare and deliver project status updates, including progress, risks, and issues.
Conduct project closeout activities, including final deliverables, client satisfaction confirmation, invoicing coordination, and project evaluation.
Collaborate with cross-functional teams to ensure alignment with client objectives and successful project execution.
Contribute to departmental efficiency through continuous improvement and active participation in team initiatives.
Promote and support Pace’s mission through professional, cooperative interactions that foster a positive work environment.