Client Experience Leader

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

Benefits offered by this job

Competitive benefits package

401K retirement plan (employer match)

Paid time off including holidays

Job summary

Pace Analytical Services in East Longmeadow, MA, is seeking a Client Experience Supervisor to lead client relationships and drive service excellence. You will oversee a team, handle escalations, and partner with sales, marketing, and product teams to meet client needs.

The role emphasizes delivering high-quality experiences and continuous improvement. Ideal candidates bring a bachelor’s degree and at least eight years of client services experience, with strong communication and budget management

Qualifications

• Bachelor’s degree in business administration, chemistry, biology, or related field.
• Eight (8) years of client services experience.
• Knowledge of managing client relationships and service programs.
• Strong business writing, presentations and cross-team communication.
• Experience developing customer service policies and procedures.
• Ability to motivate teams, manage budgets, and drive programs.

Responsibilities

• Plan, organize, administer, develop, and evaluate activities of assigned staff.
• Serve as primary escalation point for clients with professional, long-term focus.
• Build and maintain strong client relationships with regular meetings and reviews.
• Oversee client service team to ensure efficient, policy-aligned delivery.
• Support Manager and Director of Client Experience and local initiatives.
• Collaborate with internal teams to ensure timely delivery of services.
• Collect and analyze client feedback to identify improvements.
• Manage client complaints and escalate as needed.
• Prepare and present reports on client service performance and satisfaction.
• Use data insights to support decision-making and continuous improvement.
• Partner with sales, marketing, and product teams to meet client needs.
• Represent Pace at industry events and client meetings.
• Contribute to department effectiveness and positive workplace environment.

Skills

Client relationships

Team leadership

Customer service programs

Communication skills

Budget administration

Education

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

Job description

Pace Analytical Services in East Longmeadow, MA, is seeking a Client Experience Supervisor to lead client relationships and drive service excellence. You will oversee a team, handle escalations, and partner with sales, marketing, and product teams to meet client needs.

The role emphasizes delivering high-quality experiences and continuous improvement. Ideal candidates bring a bachelor’s degree and at least eight years of client services experience, with strong communication and budget management