Client Success Lead

CARO Analytical Services; Richmond; On-site; CAD 70,000 - 90,000; Full time

Job summary

CARO Analytical Services is seeking a Client Success Lead based in Richmond, BC. This full-time role involves overseeing the account management team, enhancing productivity, and fostering strong client relationships. The ideal candidate possesses a relevant degree and a solid background in laboratory settings, coupled with strong leadership skills, to ensure excellent service delivery and team development.

Qualifications

• 3+ years of experience in a laboratory environment.
• 2+ years in a supervisory role.
• Strong interpersonal skills and proven leadership attributes.

Responsibilities

• Ensure service consistency and monitor productivity across the team.
• Deepen client relationships and manage feedback effectively.
• Hire, train, and motivate staff for optimal performance.

Skills

Leadership

Strategic planning

Interpersonal skills

Negotiation

Conflict resolution

Education

University or College degree / diploma in related discipline

Job description

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HR Coordinator at CARO Analytical Services | Empowering Talent, Elevating Organizations

CARO Analytical Services is an employee-owned environmental and food laboratory that provides professional analytical testing services to public and private clients throughout Western Canada.Whether supporting a client cleaning up a contaminated site, providing water quality data to ensure Canadians have access to clean water, or supporting the government in testing our food source for potential pesticide exceedances, CARO provides the data essential to the success of these programs.CARO also happens to have a pretty awesome corporate culture thanks to a great team of employees who take their jobs seriously, but not themselves : We are charismatic scientists, driven to make the world safer and healthier.

DESCRIPTION : Client Success Lead – Richmond, BC Full Time

Responsibilities and required tasks :

Operations

• Ensure service consistency in processes and product delivery across the account management team and the sublet process.
• Monitor and develop ways to increase productivity and efficiency of the account management team.
• Effectively cooperate with other departments on an ongoing basis to meet service and operational requirements.
• Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
• Proactively ensure that client feedback goals are all meeting or exceeding targets.
• Create effective customer service procedures, policies, and standards.
• Ensure SOPs are kept up to date.

Client Relationship Management

• Monitor client feedback and respond directly to customer service issues in a timely manner (If needed).
• Proactively work to deepen relationships with clients and grow accounts.
• Monitor and adjust pricing as needed.
• Work with sales to support and implement pricing strategy.

People Management

• Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.
• Coach, mentor, and develop staff, including career development planning, providing regular feedback and empowering the team by proper delegation of tasks.

QUALIFICATIONS :

• University or College degree / diploma in related discipline.
• 3+ years of experience in a laboratory environment.
• 2+ years of experience in a supervisory role.
• Proven leadership skills and attributes.
• Ability to motivate a team and delegate responsibilities.
• Strong interpersonal skills.
• Ability to effectively manage change in a dynamic working environment.
• Strategic planning / thinking and implementation abilities.
• Negotiation, influencing and conflict resolution skills.
• Deep understanding of applicable regulations in relation to client’s needs.

Please email your resume to [e-mail] and put “Client Success Lead” in the subject line.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

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