Client Experience Lead

Pace® Analytical Services; East Longmeadow (MA); On-site; USD 52,000 - 54,000; Full time

Benefits offered by this job

Competitive benefits package

Paid time off and holidays

Job summary

Pace® is seeking a Client Experience Supervisor to manage client relationships, support satisfaction and retention, and oversee the customer experience team. You will serve as a key escalation point and collaborate across teams to strengthen service delivery.

The role requires strong relationship-building, service leadership, and the ability to translate client feedback into improvements. Travel may be required, and the position reports into the Client Experience leadership group.

Qualifications

• Eight (8) years of client services experience.
• Or an equivalent combination of education, training, and experience.
• Knowledge of principles, practices, and techniques for managing client relationships.
• Experience developing and implementing customer service programs, policies, and procedures.
• Ability to support team development, employee motivation, team-based management practices, and budget administration.
• Strong communication skills, including business writing, oral presentations, and professional interactions with diverse audiences.

Responsibilities

• Plan, organize, administer, develop, and evaluate the activities of assigned staff.
• Serve as the primary escalation point for clients by addressing needs and concerns promptly, professionally, and with a focus on long-term satisfaction and loyalty.
• Build and maintain strong client relationships through regular meetings, service reviews, and proactive follow-up.
• Oversee the client service team to ensure efficient and effective service delivery, while ensuring interactions align with company policies and standards.
• Support the Manager and Director of Client Experience, as well as local site initiatives and programs.
• Collaborate with internal teams to ensure timely and successful delivery of services and solutions.
• Collect and analyze client feedback to identify opportunities for improvement and implement necessary changes.
• Manage client complaint and issue-resolution processes, escalating matters to appropriate stakeholders when needed.
• Prepare and present regular reports on client service performance, client satisfaction, and team performance as requested by leadership.
• Use data insights to support decision-making and continuous improvement initiatives.
• Partner with sales, marketing, and product development teams to help ensure client needs are understood and met.
• Represent the company at industry events, conferences, and client meetings as needed.
• Contribute to department effectiveness by offering suggestions and actively participating in team efforts.
• Promote and support the overall mission of Pace® by demonstrating courteous, cooperative behavior and fostering a positive workplace environment.

Skills

Client relationship management

Customer service leadership

Communication skills

Team development

Education

Bachelor’s degree in business administration, chemistry, biology, or a closely related field

Job description

Pace® is seeking a Client Experience Supervisor to manage client relationships, support satisfaction and retention, and oversee the customer experience team. You will serve as a key escalation point and collaborate across teams to strengthen service delivery.

The role requires strong relationship-building, service leadership, and the ability to translate client feedback into improvements. Travel may be required, and the position reports into the Client Experience leadership group.