Client Success Lead

2 weeks 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

  • Client Success Lead

    1 week 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...

  • Team Lead, Client Experience

    1 week ago

    Richmond, Canada Sephora Full time

    **Job ID**: 232032 **Store Name/Number**: BC-Richmond BC (0548) **Address**: 6551 #3 Road Unit #1525, Richmond, BC V6Y 2B6, Canada (CA) **Full Time/Part Time**: Full Time **Position Type**: Regular **You’ll love working here** The Team Lead, Client Experience will be assigned to oversee all sales floor departments within a specific Sephora location....

  • Customer Success Consultant

    7 days ago

    Richmond, Canada Sage Full time

    As our Customer Success Consultant, you will support our Small Segment and Mid-Market customers, specifically within the S300 partner base. This role will be key to ensuring our valued customers' successful implementation, onboarding, and ongoing satisfaction. Every day, you will work in close collaboration with the In life sales teams, the primary...

  • Senior Client Advisory Lead – Banking Center

    5 hours ago

    Richmond, Canada CIBC Full time

    A leading Canadian bank in Richmond is seeking a Manager, Client Advice to lead a team focused on delivering exceptional client experiences. This role requires coaching and developing team members while ensuring high standards of customer service. The ideal candidate will be flexible to work at multiple banking centers and have strong leadership skills. The...

  • Customer Success Representative

    5 days ago

    Richmond, Canada Transoft Solutions Full time

    Have a passion for software? Join a world leader and make a difference! Transoft is making an enormous difference to the transportation planning and design community. With offices around the world, Transoft Solutions is an international leader in the development of innovative software for the civil/transportation engineering profession. This year the company...

  • Customer Success Manager

    7 days ago

    Richmond, Canada Discover Energy Systems Full time

    **Company Overview** **Position Overview** The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with customers to ensure they achieve maximum value from our products and services. Acting as a trusted advisor and primary point of contact, the CSM drives customer satisfaction, retention, and growth by...

  • Client Advisor

    2 weeks ago

    Richmond, Canada Royal Bank of Canada Full time

    **Job Summary** What is the opportunity? This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday banking, As an RBC ambassador, you add value in the moments that matter most to clients and collaborate with RBC partners to help...

  • Customer Success Manager

    5 hours ago

    Richmond, Canada Discover Energy Systems Full time

    Discover Energy Systems (DES) is a fast-paced, high-growth energy solutions company spun off from a 75 year-old industry leader. With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships. If you're energized by execution, passionate about...

  • Customer Success Manager

    5 hours ago

    Richmond, Canada SOLV4EX Group Full time

    Company Overview Discover Energy Systems (DES) is a fast-paced, high-growth energy solutions company spun off from a 75 year-old industry leader. With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships. If you're energized by execution,...

  • Telecommunications Customer Success Associate

    5 hours ago

    Richmond, Canada LMG Inc. Full time

    We are a sales and business development firm in the greater Vancouver area dedicated to delivering top-tier customer service and innovative products and solutions to the customers we serve. As we continue to grow, we are looking for a motivated individual to join our Customer Service team as a Telecommunications Customer Success Associate who will serve as a...