Senior Client Experience Leader

Pace Analytical Services; Ormond Beach (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

Pace Analytical Services in Florida is seeking a Customer Experience Manager to lead and develop the client services team, focusing on building strong client relationships and ensuring high-quality service delivery. The role involves coordinating with sales, marketing, and product teams to address client needs and drive satisfaction.

You will monitor client feedback, prepare performance reports, and guide staff through process improvements while ensuring compliance with company policies and

Qualifications

• Bachelor's degree in business administration, chemistry, biology, or closely related field.
• Eight years of customer service experience, five in a managerial role.

Responsibilities

• Plan, organize, administer, develop, and evaluate activities of assigned staff.
• Serves as a secondary escalation point of contact for clients and maintains strong client relationships.
• Conduct client meetings to assess satisfaction and address issues or opportunities for improvement.
• Oversee daily operations of the client service team(s) to ensure efficient service delivery and policy compliance.
• Collaborate with internal teams to ensure timely delivery of services and solutions.
• Review and analyze client feedback to identify areas for improvement and implement changes.
• Manage escalation process for client complaints and ensure resolution.
• Prepare and present reports on client service performance, satisfaction, and team performance.

Skills

Client relationships

Team development

Budgeting

Presentations

Education

Bachelor's degree (BS/BA)

8+ years customer service

Job description

Pace Analytical Services in Florida is seeking a Customer Experience Manager to lead and develop the client services team, focusing on building strong client relationships and ensuring high-quality service delivery. The role involves coordinating with sales, marketing, and product teams to address client needs and drive satisfaction.

You will monitor client feedback, prepare performance reports, and guide staff through process improvements while ensuring compliance with company policies and