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

We are looking for a Client Success Lead who oversees the account managers with the overall goal of customer retention and satisfaction and growing accounts.

**Responsibilities and required tasks**:
**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.

**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 related discipline.
- 3+ years of experience in a laboratory environment and 2+ years 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.

**Job Types**: Full-time, Permanent

Pay: From $55,000.00 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:

- Monday to Friday

Application question(s):

- How many years of _____ laboratory experience do you have?

Work Location: In person

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