Client/Customer Support Rep

Smithers Environmental Risk Sciences division is seeking applicants for a full-time Client Success Specialist at our Wareham, MA location.
The Client Succes Specialist is responsible for retaining, growing, and strengthening relationships with existing clients by serving as their trusted business partner and primary point of contact. This role owns client satisfaction and customer retention.
The Client Success Specialist works proactively to understand each client's evolving business needs, identify opportunities to expand services, and ensure exceptional service delivery through collaboration with internal teams. Success in this role is measured by client retention, revenue growth, customer satisfaction, and long-term strategic partnerships.
Serve as the primary relationship owner for an assigned portfolio of client accounts.
Conduct regular business reviews to evaluate performance, discuss upcoming needs, and identify opportunities for continuous improvement.
Account Growth & Retention

• Develop and execute account plans that support client retention and revenue growth.
• Identify expansion opportunities within existing accounts and qualify opportunities before transitioning commercial ownership to the Sales Representative when a proposal, pricing discussion, or new contract is required.

Monitor contract renewals and proactively manage renewal discussions.
Customer Success
Ensure clients receive exceptional service throughout the customer lifecycle.
Monitor customer satisfaction and resolve issues quickly through effective coordination with Operations, Technical Teams, Finance, and Customer Support.
Identify potential risks to client relationships and implement proactive retention strategies.
Drive continuous improvement by gathering customer feedback and recommending service enhancements.
Partner closely with Operations to ensure successful execution of client work.
Coordinate with Technical Subject Matter Experts to address client questions and provide consultative support.
Collaborate with Finance regarding pricing updates, invoicing questions, and contract renewals.
Work with Business Development and Sales to transition expansion opportunities requiring new commercial agreements.
Ensure smooth communication across departments to deliver a seamless customer experience.
Demonstrated ability to build and maintain strong, collaborative relationships while holding individuals and teams accountable for commitments, performance expectations, and project deliverables.
Experience in scientific, laboratory, environmental, healthcare, pharmaceutical, or other technical service industries is preferred.
Excellent communication, problem-solving, project management skills

Smithers offers a comprehensive and competitive benefits program designed to support employees’ health, financial security, and overall well-being. Benefits include medical, dental, and vision coverage; health reimbursement and flexible spending accounts; life, accidental death and dismemberment, and disability insurance; employee assistance and legal plans; participation in the Company’s retirement plan; The pay rate for this role is $31.00 - $41.00 per hour, based on relevant experience, skills, and qualifications.
#Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities