Client Project Manager

Role Description

Join us as a Client Project Manager, where you’ll be responsible for end-to-end project ownership—ensuring environmental samples are collected, analyzed, documented, and reported in full conformance with client requirements. This role supports projects representing up to $2M in revenue, depending on experience, client assignments, and business needs, while delivering exceptional technical and customer-centric service.

• Onboard new clients by providing comprehensive training on products and services and accurately setting up client data and profiles in LIMS.
• Build and maintain strong, long-term client relationships; serve as the primary point of contact for client inquiries, concerns, and escalations.
• Conduct regular client check-ins to ensure satisfaction and proactively address needs.
• Monitor sample progress throughout the lab to ensure project timelines are on track.
• Coordinate with laboratory departments to ensure timely project execution and resolution of issues.
• Provide ongoing education and training to clients to maximize product and service utilization.
• Monitor client health, identify potential churn risks, and develop retention and renewal strategies in partnership with sales and operations.
• Identify upselling and cross-sell opportunities and communicate findings to sales and operations teams.
• Lead project planning and timing with lab operations, sales, and clients; ensure accurate setup in LIMS, correct pricing, and clear communication.
• Identify, track, and resolve project issues promptly.
• Ensure project deliverables meet quality standards and client requirements; incorporate feedback to drive continuous improvement.
• Manage end-to-end project communication and coordination, including status reporting, cross-functional collaboration, and project closeout activities (deliverables, client satisfaction, invoicing).
• Contribute to departmental efficiency through suggestions and active participation as a team member.
• Promote Pace’s mission through professional, courteous, and cooperative interactions with customers and staff.

Qualifications

• Bachelor’s degree in business administration, chemistry, biology, or a related field, or an equivalent combination of education, training, and experience.
• Two (2) years of customer service or client-facing experience.
• Strong organizational and time management skills, with the ability to manage multiple projects and priorities.
• Excellent communication skills, with the ability to effectively engage clients and internal stakeholders.
• Proven ability to build and maintain strong client relationships.
• Problem-solving mindset with the ability to identify issues and drive solutions.
• High attention to detail with a focus on accuracy and quality.

Benefits

• Competitive salaries.
• Medical, dental, and vision insurance.
• 401K retirement savings plan (100% vested immediately in the employer match).
• Life, disability, and voluntary benefits.
• Paid time off for holiday, sick, and vacation days.
• HSA and wellness program.
• Flexible spending accounts.
• Tuition reimbursement.
• Employee Assistance program.
• Parental leave.
• Optional legal coverage and ID theft protection.