Customer Success Lead

7 months ago

Richmond, 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
- On-site 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

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