Client Experience Supervisor: Lead Relationships & Service

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

Benefits offered by this job

Medical benefits

Dental & vision

401K

Life insurance

Disability benefits

Paid time off

Sick leave

Vacation days

HSA

Wellness program

FSAs

Tuition reimbursement

Employee Assistance program

Parental leave

ID theft protection

Job summary

Pace Analytical Services, LLC is seeking a Client Experience Supervisor to lead client relationships, oversee the customer experience team, and drive service excellence at our East Longmeadow site. You will act as a primary escalation point, monitor satisfaction, and partner with cross-functional teams to ensure timely, high-quality service delivery.

We value candidates with a strong background in client services, excellent communication, and the ability to mentor staff while aligning with

Qualifications

• Bachelor's degree in business administration, chemistry, biology, or related field.
• Eight years of client services experience.
• Equivalent combination of education, training, and experience.
• Knowledge of client relationship management.
• Experience developing customer service programs and procedures.
• Ability to develop and motivate teams; budget administration.
• Knowledge of industry laws and regulations.
• Strong communication skills and professional interactions.
• Ability to train staff and support supervisors.
• Strong judgment and ability to build relationships.

Responsibilities

• Plan, organize, administer, develop, and evaluate activities of assigned staff.
• Primary escalation point for clients; address needs promptly and professionally.
• Build and maintain strong client relationships through meetings and reviews.
• Oversee client service team to ensure efficient service delivery.
• Support Manager and Director of Client Experience and site initiatives.
• Collaborate with internal teams to ensure timely delivery of services.
• Collect and analyze client feedback to identify improvements.
• Manage client complaints and resolution processes.
• Prepare and present reports on client service performance.
• Use data insights to support decision-making.
• Partner with sales, marketing, product development to meet client needs.
• Represent the company at industry events and client meetings.
• Contribute to department effectiveness and positive workplace.
• Promote Pace mission and positive environment.

Skills

Client relationships

Customer service programs

Team development

Budget administration

Communication skills

Cross-team collaboration

Problem solving

Education

Bachelor's degree

Job description

Pace Analytical Services, LLC is seeking a Client Experience Supervisor to lead client relationships, oversee the customer experience team, and drive service excellence at our East Longmeadow site. You will act as a primary escalation point, monitor satisfaction, and partner with cross-functional teams to ensure timely, high-quality service delivery.

We value candidates with a strong background in client services, excellent communication, and the ability to mentor staff while aligning with