Customer Success Lead

2 weeks ago

Richmond, British Columbia, Canada CARO Analytical Services Full time

CARO Analytical Services is an employee-owned environmental, food and cannabis laboratory that provides professional analytical testing services to public and private clients throughout Western Canada. Whether supporting a client cleaning up a contaminated site, providing water quality data to ensure Canadians have access to clean water, or supporting the government in testing our food source for potential pesticide exceedances, CARO provides the data essential to the success of these programs.

CARO also happens to have a pretty awesome corporate culture thanks to a great team of employees who take their jobs seriously, but not themselves:
We are charismatic scientists, driven to make the world safer and healthier.

DESCRIPTION:
Client Success Lead - Richmond, BC _(Full Time)_

As a Client Success Lead for CARO Analytical Services' growing laboratory network, your main responsibilities will include:

Business Plan Development & Implementation

  • Assist with formulation and implementation of the business strategy.
  • Assist in creating and achieving customer service goals and objectives.
  • Follow the strategic business plan as established with the manager.
  • Responsible for the overall financial, budgeting, labour and sublet costs.

Operations

  • Ensure service consistency in processes and product delivery across the account management team and the sublet process.
  • Monitor and develop ways to increase productivity and efficiency of the account management team.
  • Effectively cooperate with other departments on an ongoing basis to meet service and operational requirements.
  • Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
  • Proactively ensure that client feedback goals are all meeting or exceeding targets.
  • Create effective customer service procedures, policies, and standards.
  • Ensure SOPs are kept up to date.

Client Relationship Management

  • Monitor client feedback and respond directly to customer service issues in a timely manner (If needed).
  • Proactively work to deepen relationships with clients and grow accounts.
  • Monitor and adjust pricing as needed.
  • Work with sales to support and implement pricing strategy.
  • Responsible for RFP writing, submission, and management.

People Management

  • Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.
  • Coach, mentor, and develop staff, including career development planning, providing regular feedback, and empowering the team by proper delegation of tasks.

QUALIFICATIONS:

  • University or College degree/diploma in a related field is preferred.
  • Previous account management and Industry experience is an asset.
  • An excellent understanding of client care and the ability to relate to a wide range of people.
  • The ability to solve problems as they arise and to generate ideas.
  • Ability to motivate a team and delegate responsibilities.
  • Ability to effectively manage change in a dynamic working environment.
  • Strategic planning/thinking and implementation abilities.
  • Negotiation, influencing and conflict resolution skills.
  • Strong interpersonal and organizational skills.

Job Types:
Full-time, Permanent

Salary:
From $50,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care

Flexible Language Requirement:

  • French not required

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Supplemental pay types:

  • Bonus pay

Experience:

- customer service: 5 years (preferred)
- working in a laboratory: 1 year (preferred)

- supervisory: 3 years (preferred)

Work Location:
In person

  • Customer Success Lead

    2 weeks ago

    Richmond, British Columbia, Canada Wenco (a Hitachi Construction Machinery subsidiary) Full time

    We are currently seeking a full-time Customer Success Lead to join our head office in Richmond, BC.The Customer Success Lead looks into the technical and operational deployment and implementation of the particular product or service to the customer and leads the drive to extract optimal value to the customer.Key Objectives: Drive customer success by...

  • Customer Success Manager

    2 weeks ago

    Richmond, British Columbia, Canada ZE Power Group Full time

    The OpportunityZE PowerGroup Inc. (ZE) is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provides clients with powerful capabilities for data collection, process automation, and business intelligence through web-based analytical tools, services, and...

  • Team Lead

    4 weeks ago

    Richmond, British Columbia, Canada Roots Full time

    WHAT WE'RE LOOKING FOR?The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling and...

  • Team Lead

    1 month ago

    Richmond, British Columbia, Canada Roots Full time

    WHAT WE'RE LOOKING FOR?The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling and...

  • Manager, Partnerships and Client Success

    2 weeks ago

    Richmond, British Columbia, Canada PressReader Full time

    PressReader is a rapidly growing technology company that partners with the world's leading publishers to deliver content to millions of users in over 160 countries. Our progressive approach to digital distribution has allowed publishers such as The Washington Post, The Guardian, Newsweek, Rolling Stone, The Globe and Mail, and Vogue to find new audiences...

  • Digital Marketing Lead

    2 weeks ago

    Richmond, British Columbia, Canada Planar Motor Full time

    Marketing Manager (Onsite; Full-time) Are you a dynamic and innovative marketing professional with a passion for driving results? Are you ready to create and lead marketing campaigns dedicated to increasing the bottom and top line? Our innovative technology has won numerous awards and is revolutionizing the manufacturing industry. With headquarters in...

  • Customer Service Representative

    2 weeks ago

    Richmond, British Columbia, Canada Nightingale Electrical Full time

    As a customer service representative, you will work as part of a dynamic and passionate team to ensure desired company growth. You will book Service appointments and support the Service Department by being a point of contact for our customers. Delivery of excellent customer service is key towards the success of this role. RESPONSIBILITIES_ CALL CENTRE_...

  • Warehouse Team Lead

    2 weeks ago

    Richmond, British Columbia, Canada Wayfair Full time

    Warehouse Team LeadWe are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer's needs, the Wayfair Dedicated Operations team plays a...

  • Warehouse Team Lead

    2 weeks ago

    Richmond, British Columbia, Canada Wayfair Full time

    We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer's needs, the Wayfair Distribution team plays a key role in improving...

  • Lead

    4 weeks ago

    Richmond, British Columbia, Canada Starbucks Full time

    SummaryThe Lead for HMSHost Food and Beverage locations accurately and efficiently processes customer orders, maintains a friendly, efficient, and appealing environment for associates and customers, provides guidance to other associates on proper procedures within the unit, and assists in the day-to-day operations of the stores. Responsibilities also include...

  • Lead

    4 weeks ago

    Richmond, British Columbia, Canada Starbucks Full time

    SummaryThe Lead for HMSHost Food and Beverage locations accurately and efficiently processes customer orders, maintains a friendly, efficient, and appealing environment for associates and customers, provides guidance to other associates on proper procedures within the unit, and assists in the day-to-day operations of the stores. Responsibilities also include...

  • Lead

    2 weeks ago

    Richmond, British Columbia, Canada HMSHost - Starbucks Full time

    StarbucksHMSHost at Vancouver International AirportDomestic, Concourse C, Gate C463211 Grant McConachie WayRichmond, BC V7B 0A4CanadaSummary:The Lead for HMSHost Food and Beverage locations accurately and efficiently processes customer orders, maintains a friendly, efficient, and appealing environment for associates and customers, provides guidance to other...

  • Lead

    1 month ago

    Richmond, British Columbia, Canada Starbucks Full time

    SummaryThe Lead for HMSHost Food and Beverage locations accurately and efficiently processes customer orders, maintains a friendly, efficient, and appealing environment for associates and customers, provides guidance to other associates on proper procedures within the unit, and assists in the day-to-day operations of the stores. Responsibilities also include...

  • Lead

    1 month ago

    Richmond, British Columbia, Canada Starbucks Full time

    SummaryThe Lead for HMSHost Food and Beverage locations accurately and efficiently processes customer orders, maintains a friendly, efficient, and appealing environment for associates and customers, provides guidance to other associates on proper procedures within the unit, and assists in the day-to-day operations of the stores. Responsibilities also include...

  • Sales Lead I

    2 weeks ago

    Richmond, British Columbia, Canada Tapestry Full time

    Stuart Weitzman shoes are designed for high fashion and high function. Known for over 35 years for it's artisanal Spanish craftsmanship and precisely-engineered fit, the luxury footwear brand inspires women around the world to shine with confidence with every step. Stuart Weitzman is part of the Tapestry portfolio – a global house of brands committed to...

  • Customer Care Specialist

    2 weeks ago

    Richmond, British Columbia, Canada beBee Professionals Full time

    beBee Professionals is looking for a Customer Care Specialist to join our team in Richmond. The successful candidate will be responsible for providing excellent customer service to our clients, responding to inquiries, and resolving customer complaints.The ideal candidate should have a minimum of two years of customer service experience, excellent...

  • Sales Lead

    2 weeks ago

    Richmond, British Columbia, Canada Swatch Group Canada Full time

    HOUR PASSION- SALES LEAD (keyholder)SUMMARYAs a Sales Lead, you will report to the store management team and will assist in coaching sales associates on meeting individual and store goals. Although your focus will be on sales initiatives, your responsibilities are also to provide excellent customer service, train and reinforce employees on policies and...

  • Sales Lead I

    4 weeks ago

    Richmond, British Columbia, Canada Tapestry Full time

    Stuart Weitzman shoes are designed for high fashion and high function. Known for over 35 years for it's artisanal Spanish craftsmanship and precisely-engineered fit, the luxury footwear brand inspires women around the world to shine with confidence with every step.Stuart Weitzman is part of the Tapestry portfolio – a global house of brands committed to...

  • Sales Lead I

    1 month ago

    Richmond, British Columbia, Canada Tapestry Full time

    Stuart Weitzman shoes are designed for high fashion and high function. Known for over 35 years for it's artisanal Spanish craftsmanship and precisely-engineered fit, the luxury footwear brand inspires women around the world to shine with confidence with every step.Stuart Weitzman is part of the Tapestry portfolio – a global house of brands committed to...

  • Creative Lead

    2 weeks ago

    Richmond, British Columbia, Canada Nature's Path Foods Full time

    Nature's Path is a sustainably-driven, deliciously-healthy organic food company and our innovative brands include Nature's Path, Love Crunch, Envirokidz and Que Pasa. As a family-run, privately-owned company with locations in Canada and the U.S., our company was founded on a mission to "leave the Earth better than we found it". Since 1985, we have expanded...