Client Experience Supervisor - Lead Service & Growth

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

Benefits offered by this job

Medical, dental, vision

401K retirement plan

Paid time off

Parental leave

Job summary

Pace Analytical Services LLC is hiring for a Client Experience Supervisor in the United States. The role focuses on strengthening client relationships, leading the customer experience team, and ensuring high-quality service delivery in a fast-paced environment.

You will manage escalation points, work across sales, marketing, and product teams, and drive improvements based on client feedback and performance data.

Qualifications

• Bachelor's degree required in business, chemistry, biology, or closely related field.
• Eight years of client services experience.
• Knowledge of principles, practices, and techniques for managing client relationships.
• Experience developing and implementing customer service programs, policies, and procedures.

Responsibilities

• Plan, organize, administer, develop, and evaluate the activities of assigned staff.
• Serve as the primary escalation point for clients by addressing needs promptly and professionally.
• Build and maintain strong client relationships through regular meetings and follow-ups.
• Oversee the client service team to ensure efficient service delivery and policy alignment.
• Collaborate with internal teams to ensure timely and successful delivery of services and solutions.
• Prepare and present regular reports on client service performance and satisfaction.

Skills

Managing client relationships

Customer service program development

Budget administration

Team development

Strong communication

Education

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

Job description

Pace Analytical Services LLC is hiring for a Client Experience Supervisor in the United States. The role focuses on strengthening client relationships, leading the customer experience team, and ensuring high-quality service delivery in a fast-paced environment.

You will manage escalation points, work across sales, marketing, and product teams, and drive improvements based on client feedback and performance data.