Client Project Manager 1

Pace® Analytical Services•Greensburg, PA

1d•Onsite

About The Position

The Client Project Manager is responsible for project setup and oversight, monitoring project status, and ensuring samples are collected, analyzed, documented, and reported in accordance with client requirements. The role also manages project closure and provides technical, customer-focused service. Depending on experience, client assignments, and business needs, the position may carry up to $2 million in revenue. The position onboards and trains clients, maintains client relationships as their primary contact, coordinates with laboratory and other internal teams, and resolves service or project issues. It monitors client satisfaction and retention opportunities, supports renewals and potential additional business, and ensures project deliverables meet quality standards and client requirements. The role also communicates project progress, risks, and issues, and supports invoicing and payment-related needs. Work is performed in an office setting, Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

Bachelor’s degree in business administration, chemistry, biology, or a closely related field, plus two years of customer service experience; or an equivalent combination of education, training, and experience.
Knowledge of customer-service principles, practices, and techniques.
Knowledge of applicable industry laws, codes, and regulations.
Knowledge of computer applications and systems related to the work.
Ability to work with individuals from varied socioeconomic, ethnic, and cultural backgrounds, including in strained or confrontational situations.
Knowledge of effective oral presentation techniques and program planning, development, and evaluation.
Correct business English, including spelling, grammar, and punctuation.
Ability to provide professional-level customer service in a variety of markets and train others in relevant policies and procedures.
Ability to interpret, apply, and explain applicable laws, codes, and regulations.
Ability to prepare functional reports, correspondence, and other written materials.
Ability to use initiative and independent judgment within organizational and departmental guidelines.
Ability to use tact, discretion, and prudence in work-related interactions.
Ability to deliver effective oral presentations to groups of different sizes and across functional peers and departments.
Ability to contribute to team or work-unit goals, objectives, and activities.
Ability to establish and maintain effective working relationships with a variety of individuals.
Mobility to work in an office setting and use standard office equipment; stamina to sit for extended periods; ability to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or by telephone.

Responsibilities

Onboard new clients, provide training and resources, and establish accurate client profiles and data in LIMS.
Build and maintain long-term client relationships, serve as the primary contact for inquiries and issues, and conduct regular satisfaction check-ins.
Resolve client concerns and coordinate with laboratory departments to complete work or address problems promptly.
Provide ongoing client education and training to support effective use of products and services.
Monitor client health, address potential retention risks, and partner with sales and operations on retention and renewal strategies.
Identify potential upsell and cross-sell opportunities and communicate them to sales and operations.
Plan project timing with the laboratory, sales, and the client; ensure accurate LIMS setup and pricing and communicate project details to relevant parties.
Identify and resolve project issues promptly.
Review project deliverables for quality and alignment with client requirements, manage client feedback, and support continuous improvement.
Maintain consistent communication with clients and internal teams, and prepare and deliver project status reports covering progress, risks, and issues.
Close projects by confirming final deliverables and client satisfaction, ensuring invoicing, evaluating project success, and supporting accounting needs related to invoicing and payment.
Work with cross-functional teams to align project outcomes with client objectives.
Suggest improvements and participate as an active member of a work team to improve departmental service and effectiveness.
Promote Pace’s mission and contribute to courteous, cooperative interactions and a harmonious workplace.