Client Project Manager 1

Shift:

Are you ready to work making the world a safer, healthier place? Join our mission to continuously move science forward; to innovate and advance all aspects of our business to improve the health and safety of our communities and lives.

Client Project Manager 1

SUMMARY:

Responsible for project setup, oversight of sample receipt, monitoring project status, and ensuring samples are collected, analyzed, documented, and reported in accordance with client requirements. Oversees projects through completion, including closure activities. This role may manage up to $2M in revenue, depending on experience, client assignments, and business needs, while delivering strong technical and customer-focused service.

ESSENTIAL FUNCTIONS:

• Onboard new clients by providing training and resources; accurately establish client profiles and data in LIMS.
• Build and maintain strong client relationships; serve as the primary point of contact for inquiries and issue resolution; conduct regular client check-ins.
• Address client concerns promptly and coordinate with laboratory and operational teams to ensure timely completion of work; provide ongoing client education on services and products.
• Monitor client health and proactively address potential retention risks; support retention and renewal strategies in partnership with sales and operations; identify and communicate upsell and cross-sell opportunities.
• Coordinate project planning and timelines with lab, sales, and clients; ensure accurate project setup in LIMS, including pricing and scope.
• Identify and resolve project issues in a timely manner.
• Review project deliverables to ensure quality standards and client requirements are met; incorporate feedback for continuous improvement.
• Maintain clear communication with clients and internal teams; prepare and deliver project status updates, including progress, risks, and issues.
• Conduct project closeout activities, including final deliverables, client satisfaction confirmation, invoicing coordination, and project evaluation.
• Collaborate with cross-functional teams to ensure alignment with client objectives and successful project execution.
• Contribute to departmental efficiency through continuous improvement and active participation in team initiatives.
• Promote and support Pace’s mission through professional, cooperative interactions that foster a positive work environment.

QUALIFICATIONS:

Education and Experience:

Bachelor’s degree in business administration, chemistry, biology, or a related field; AND two (2) years of customer service experience; OR an equivalent combination of education, training, and experience.

REQUIRED KNOWLEDGE AND SKILLS

Required Knowledge:

• Customer service principles, practices, and techniques.
• Applicable industry laws, regulations, and standards.
• Computer applications and systems related to the work.
• Effective interaction with diverse individuals, including challenging situations.
• Presentation and communication techniques.
• Program planning, development, and evaluation principles.
• Proper business English, including grammar, spelling, and punctuation.

Required Skills:

• Delivering professional-level customer service across multiple markets.
• Training others on policies, procedures, and systems.
• Interpreting and applying laws, regulations, and standards.
• Preparing reports, correspondence, and written communications.
• Exercising initiative and independent judgment within established guidelines.
• Demonstrating tact, discretion, and professionalism in all interactions.
• Delivering presentations to various audiences.
• Contributing to team goals and organizational objectives.
• Building and maintaining effective working relationships.

PHYSICAL/MENTAL REQUIREMENTS:

• Ability to work in an office setting and use standard office equipment.
• Ability to sit for extended periods.
• Ability to lift and carry up to 10 pounds.
• Vision to read printed materials and computer screens.
• Hearing and verbal communication skills for in-person and telephone interactions.

WORKING ENVIRONMENT:

Work is performed in an office setting.

Find Your Place at Pace - We need you - your curiosity, your talents, and your drive - to help us advance this important work.

Benefits
When you join Pace®, you commit to work that makes a positive impact on our communities and our world. We commit to supporting you with benefits and perks that make a positive impact on your life. Full-time roles are eligible for our comprehensive benefits program which includes competitive salaries, medical, dental vision, 401K retirement savings plan (100% vested immediately in the employer match), life, disability and voluntary benefits, paid time off for holiday, sick and vacation days, HSA, wellness program, flexible spending accounts, tuition reimbursement, Employee Assistance program, parental leave, optional legal coverage and ID theft.

Equal Opportunity Employer

Pace® provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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