Client Project Manager 1

Pace® Analytical Services•Minneapolis, MN

20h•$50,000

About The Position

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. Client Project Manager Compensation: $50,000 per year 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 $2M 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 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.

Requirements

Bachelor's degree in business administration, chemistry, biology, or a closely related field
Two (2) years of customer service experience
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

Responsibilities

Responsible for project setup
Oversight of sample receipts
Monitoring project status
Ensuring that samples are collected, analyzed, documented, and reported in conformance with client requirements
Project closure
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