Head of Client Experience & Service Delivery

Pace Analytical Services, LLC; Ormond Beach (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salaries

Medical, dental, and vision coverage

401K retirement savings plan

Job summary

Pace Analytical Services, LLC is seeking an experienced client services leader to manage and grow relationships with our diverse client base. You will oversee the daily operations of the customer experience teams, ensure high satisfaction, and coordinate with sales, marketing, and product teams to deliver timely services.

The role emphasizes governance of client programs, escalation handling, and performance reporting to senior management.

Qualifications

• Bachelor's degree plus eight years of customer service experience, five of which were in a managerial role, or an equivalent combination of education, training and experience.

Responsibilities

• Plan, organize, and evaluate activities of assigned staff.
• Escalate client issues when needed and maintain strong client relationships.
• Conduct client meetings to assess satisfaction and opportunities for improvement.
• Oversee daily operations of the client service team to ensure quality service.
• Collaborate with internal teams to deliver services and solutions.
• Review client feedback and implement improvements.
• Manage escalation process for client complaints to ensure timely resolutions.
• Prepare and present reports on client service performance to senior management.
• Use data insights to drive decision-making and improvements.
• Partner with General Managers and Operations Managers to address client needs.
• Work with sales, marketing, and product teams to meet client requirements.
• Represent the company at industry events and client meetings.
• Contribute to team objectives and maintain a cooperative workplace environment.

Skills

Client relationship management

Team leadership

Communication

Budgeting

Presentations

Cross-functional collaboration

Problem solving

Education

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

Job description

Pace Analytical Services, LLC is seeking an experienced client services leader to manage and grow relationships with our diverse client base. You will oversee the daily operations of the customer experience teams, ensure high satisfaction, and coordinate with sales, marketing, and product teams to deliver timely services.

The role emphasizes governance of client programs, escalation handling, and performance reporting to senior management.