Director of Client Experience & Service Delivery

7H6 Pace Analytical Services, LLC; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Life insurance

Disability insurance

Paid time off

HSA

Tuition reimbursement

Parental leave

Job summary

Pace Analytical Services, LLC is seeking a Client Experience Manager to oversee the client service team, maintain high client satisfaction, and drive retention. You will partner with sales, marketing, and product teams to ensure client needs are understood and met.

The role requires managing daily operations, leading staff, and presenting performance reports to senior management. Travel to industry events may be involved.

Qualifications

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND eight (8) years of customer service experience, five (3) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Responsibilities

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Serves as a secondary escalation point of contact for clients and maintains long‑lasting relationships to ensure satisfaction.
• Oversees daily operations of the client service team to ensure efficient service delivery and adherence to policies.

Skills

Client relationships

Staff management

Customer service

Operations management

Education

Bachelor's degree in business administration

Tools

CRM software

Job description

Pace Analytical Services, LLC is seeking a Client Experience Manager to oversee the client service team, maintain high client satisfaction, and drive retention. You will partner with sales, marketing, and product teams to ensure client needs are understood and met.

The role requires managing daily operations, leading staff, and presenting performance reports to senior management. Travel to industry events may be involved.