Client Experience Leader

7H6 Pace Analytical Services, LLC; East Longmeadow (MA); On-site; USD 52,000 - 54,000; Full time

Benefits offered by this job

competitive salaries

medical

dental vision

401K retirement savings plan (100%vest

life

disability and voluntary benefits

paid time off for holiday

sick and vacation days

HSA

wellness program

flexible spending accounts

tuition reimbursement

Employee Assistance program

parental leave

optional legal coverage and ID theft

Job summary

Pace® seeks a Client Experience Supervisor to manage client relationships, support client satisfaction and retention, and provide oversight to the customer experience team.

The role emphasizes building strong client partnerships, delivering exceptional service, and guiding teams to improve processes while aligning with company policies and standards. This is a full‑time, on‑site position in a corporate office environment.

Qualifications

• Eight (8) years of client services experience.
• Experience developing and implementing customer service programs, policies, and procedures.
• Strong communication skills, including business writing, oral presentations, and professional interactions with diverse audiences.
• Ability to support team development, employee motivation, team-based management practices, and budget administration.
• Working knowledge of applicable industry laws, codes, regulations, and business systems related to the work.
• Strong judgment, initiative, discretion, professionalism, and the ability to build effective working relationships across teams.

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

Strong communication skills

Client relationships management

Service program implementation

Education

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

Job description

Pace® seeks a Client Experience Supervisor to manage client relationships, support client satisfaction and retention, and provide oversight to the customer experience team.

The role emphasizes building strong client partnerships, delivering exceptional service, and guiding teams to improve processes while aligning with company policies and standards. This is a full‑time, on‑site position in a corporate office environment.