Client Services Manager

Metiri's mission is to contribute to environmental sustainability by providing actionable insights that create value for our clients and shareholders, while cultivating a culture of innovation and excellence. The values that drive us are Integrity, Precision, Innovation, Responsiveness, and Stewardship.

Our Client Services Manager ensures an excellent client experience across all lab operations. The role supervises the project management and other client facing teams and drives the strategic initiatives that enhance communication, responsiveness and operational alignment.  Other duties include:

• Own the implementation, refinement, and strategic direction of the Tiered Client System.
• Serve as the senior escalation point for client concerns and service recovery, ensuring prompt, transparent, and resolution-focused responses.
• Promote a high-performance culture centered on precision, responsiveness, and continuous improvement in client engagement.
• Analyze client feedback, service trends, and operational metrics to identify risks and opportunities.
• Work cross-functionally to align internal operations with client expectations and service-level agreements.
• Standardize and improve external-facing materials, including report templates, communication protocols, and client onboarding documentation.
• Coordinate regularly with Sales and Business Development teams to support proposal development, scope refinement, and contract alignment.
• Participate in client review meetings and maintain strategic relationships with key accounts.
• Track and report on client satisfaction, service KPIs, and performance against turnaround goals.
• Provide input on pricing strategy, market trends, and customer expectations to align operational capacity with commercial goals.
• Collaborate with Human Resources to support team training, development, and staffing for client-facing roles.
• Lead or support internal and external audits related to client communication, recordkeeping, and deliverables.

Candidates must have a Bachelor's Degree in Business, Environmental Science, Chemistry or related field along with prior leadership experience.  Masters degree is preferred. 

At least seven (7) years in client services, lab operations or project management in a technical or scientific setting is required. 

Additional technical skills that would ensure your success are:

• Intermediate experience with excel (QUERY, pivot table, array)
• Working knowledge of Elements LIMS structure
• Strong emotional intelligence 
• Database and CRM querying