Client Project Manager

Shift: Monday through Friday, 8:00 AM - 5:00 PM

Client Project Manager – responsible for end‑to‑end project ownership, ensuring environmental samples are collected, analyzed, documented, and reported in full conformance with client requirements. Supports projects representing up to $2M in revenue, focusing on 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 close‑out 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.

• Bachelor’s degree in business administration, chemistry, biology, or a related field, or an equivalent combination of education, training, and experience.
• At least 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.

Full‑time roles are eligible for a comprehensive benefits program that includes competitive salary, medical, dental, vision, 401(k) 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, wellness program, flexible spending accounts, tuition reimbursement, Employee Assistance program, parental leave, optional legal coverage and  protection.

Pace® provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.