Client Success Lead

6 days ago

Richmond, Canada CARO Analytical Services Full time

CARO Analytical is an environmental and food testing laboratory, and the home of charismatic scientists driven to make the world safer and healthier. Whether it’s helping clean up contaminated sites, ensuring clean water for Canadians, or supporting food safety programs, CARO delivers the critical data that drives impactful change. Guided by our core values—'We’ve Got Chemistry,' 'Big Picture Sidekicks,' and 'Ahead of the Curve'—we foster a workplace that values collaboration, curiosity, and continuous improvement. Join CARO if you're ready to bring your authentic self, embrace curiosity, and lead your own journey of development. In return, we are committed to cultivating a work environment where your ideas and growth matter, one where you are given the opportunity to thrive and have a meaningful impact on the world around you.

**DESCRIPTION**: Account Manager Team Lead - Richmond, BC _(Full Time)_

**Responsibilities and required tasks**:
**Operations**
- Responsible for revenue and client retention with existing clients.
- Ensure service consistency in processes and product delivery through the client experience.
- Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed client service level and perform standards.
- Create effective client service procedures, policies, and standards.
- Ensure team-oriented communication to solve issues and ensure the highest levels of client satisfaction.
- Schedule workflow and delegate appropriately so that client deadlines are met in a timely fashion.

**Client Relationship Management**
- Be the strategic point of contact for senior clients and build a strong network of senior level decision makers connections (clients, competitors, regulators) within existing growth areas.
- Proactively ensure that the NPS score is meeting or exceeding targets.
- Develop and implement and evaluate initiatives to drive the success of client retention, improve customer satisfaction, and identify cross-selling and upselling opportunities.

**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.
- Manage department coverage, schedules, overtime, time sheets, and personal expense reports.

**QUALIFICATIONS**:

- University or College degree/diploma in related discipline.
- 3+ years of experience in a laboratory environment and in a supervisory role.
- Proven leadership skills and attributes.
- Ability to motivate a team and delegate responsibilities.
- Strong interpersonal skills.
- Ability to effectively manage change in a dynamic working environment.
- Strategic planning/thinking and implementation abilities.
- Negotiation, influencing and conflict resolution skills.
- Deep understanding of applicable regulations in relation to client’s needs.

Pay: From $60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift

**Experience**:

- customer service or account management: 3 years (preferred)
- working in a laboratory: 3 years (preferred)

Work Location: In person

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