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Pace® Labs · 5 hours ago

Client Project Manager 1

Minneapolis, MN

Full-time

Hybrid

Entry Level

$40K/yr - $50K/yr

2+ years exp

Pace® Labs is dedicated to advancing science for the health and safety of communities. The Client Project Manager will oversee project setup, client relationships, and ensure projects meet client requirements and quality standards.

Executive Office

Responsibilities

Onboards new clients, provides comprehensive training and resources to understand products and services; sets up initial client profile and data in LIMS correctly and accurately

Builds and maintains strong, long-term relationships, serves as the primary point of contact for client inquiries and issues, and conducts regular check-ins with clients to ensure satisfaction

Addresses client concerns and resolves issues promptly, coordinates with the lab functions/departments to ensure timely completion of client work or resolution of problem. Provides ongoing education and training to clients to help them maximize product usage

Monitors client's health and proactively addresses potential churn risks, develops and executes strategies for client retention and contract renewals in partnership with sales and operations. Identifies upsell and cross-sell opportunities and communicates to sales and operations

Provides project planning/timing with lab, sales and the client and ensures the project is set up correctly in LIMS, pricing is accurate, and details are communicated to the respective parties

Identifies and resolves project issues promptly

Reviews project deliverables to ensure they meet quality standards and client requirements; manages client feedback and ensures continuous improvement

Maintains clear and consistent communication with clients and internal teams; prepares and delivers project status reports on progress, risks and issues

Conducts project closure to ensure final deliverables and client satisfaction are confirmed, client is invoiced, evaluates project success, and support accounting needs regarding invoicing/payment

Works closely with cross-functional teams to ensure project outcomes align with client objectives

Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team

Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment

Qualification

Customer serviceProject managementLIMS proficiencyOral presentationsTraining othersProblem resolutionTeam collaborationEffective communication

Required

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

Principles, practices, and techniques of customer service

Applicable industry laws, codes, and regulations

Computer applications and systems related to the work

Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained

Principles and techniques of providing effective oral presentations

Principles and practices of program planning, development, and evaluation

Correct business English, including spelling, grammar, and punctuation

Performing and providing professional-level customer service in a variety of markets

Training others in policies and procedures related to the work

Interpreting, applying, and explaining applicable laws, codes, and regulations

Preparing functional reports, correspondence, and other written materials

Using initiative and independent judgment within established organizational and department guidelines

Using tact, discretion, and prudence in working with those contacted in the course of the work

Performing effective oral presentations to large and small groups across functional peers and the department

Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities

Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work

Mobility to work in a lab and office setting, use standard office and lab equipment and stamina to sit for extended periods of time; exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull or move objects; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone