Client Services Manager, Environmental Labs

Alliance Technical Group•Cuyahoga Falls, OH

16h•$72,000 - $90,000

About The Position

The Client Services Manager is responsible for leading the client services and project management team to ensure exceptional client satisfaction and successful project delivery. This role serves as the primary liaison between clients and internal teams, overseeing project planning, execution, communication, and financial coordination. The Client Services Manager builds strong client relationships, resolves issues proactively, and drives continuous improvement in service delivery.

Requirements

Strong leadership and team management skills.
Excellent client relationship and communication abilities.
Proficiency in project planning, coordination, and execution.
Knowledge of laboratory operations, LIMS, and regulatory standards.
Strong problem-solving and decision-making skills.
Financial acumen related to project budgeting and invoicing.
Ability to manage multiple priorities in a fast-paced environment.
Bachelor’s degree in Business Administration, Environmental Science, Chemistry, or a related field.
Minimum of 5 years of experience in client services, project management, or laboratory operations.
At least 2 years of supervisory or team leadership experience preferred.
Ability to sit, stand, and move throughout laboratory and office environments.
Manual dexterity to operate and computer systems.
Occasional lifting of up to 25 pounds.
Ability to work in a laboratory environment with exposure to chemicals and environmental samples, using appropriate PPE.

Nice To Haves

Experience in a laboratory or technical services environment is strongly preferred.

Responsibilities

Build and maintain strong, long-term relationships with clients.
Understand client needs and ensure expectations are met or exceeded.
Serve as the escalation point for client concerns and ensure timely resolution.
Oversee the full lifecycle of client projects, from initiation to closure.
Ensure projects are properly scoped, set up in LIMS, and executed according to client and regulatory requirements.
Monitor project timelines, deliverables, and quality standards.
Supervise and mentor the client services team, providing guidance, training, and performance feedback.
Foster a collaborative, client-focused culture within the team.
Ensure team alignment with operational goals and client service standards.
Facilitate clear and consistent communication between clients and internal departments.
Prepare and deliver project status updates, performance metrics, and client reports.
Coordinate cross-functional meetings to align on project objectives and timelines.
Identify and resolve project-related issues quickly and effectively.
Collaborate with laboratory, quality, and operations teams to address technical or logistical challenges.
Support accurate project pricing, invoicing, and payment tracking.
Collaborate with finance and accounting teams to ensure billing accuracy and resolve discrepancies.
Identify opportunities to improve client service processes and project workflows.
Lead or participate in initiatives to enhance efficiency, quality, and client satisfaction.

Benefits

Medical, Dental, and Vision Insurance
Flexible Spending Accounts
401(K) Plan with Competitive Match
Continuing Education and Tuition Assistance
Employer-Sponsored Disability Benefits
Life Insurance
Employee Assistance Program (EAP)
Paid Time Off (PTO), Paid Holidays, & Bonus Floating Holiday (if hired before July 1st)
Profit Sharing or Individual Bonus Programs
Referral Program
Per Diem & Paid Travel
Employee Discount Hub