Pace Analytical Services, LLC Hiring for Director – Customer Success at Huntersville, NC  Full Time

Director of Customer Success

SUMMARY:

Responsible for accelerating and transforming the customer experience by developing new programs and metrics to maximize customer value across the Analytical Services division. This is a significant role accountable for achieving and improving customer engagement, retention, loyalty, and satisfaction of current and new customers.

ESSENTIAL FUNCTIONS:

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

1. Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
2. Implements strategies in area labs and satellite locations which support integrated operations, standardized policies, procedures, and processes; collaborates with other lab leaders in business units on integration.
3. Develops goals, objectives, and strategies for area sites based on regional operational and financial metrics which support the organizational strategic plan; maximizes resources and services.
4. Directs and oversees efficient operations for area sites and acts as a liaison to the region’s administration.
5. Measures quantitative outcomes for area sites projects, strategies, performance improvement processes, customer satisfaction, and employee engagement; creates action plans when outcomes are below the threshold.
6. Maintains policies, procedures, and standardization to ensure effectiveness and compliance with regulatory guidelines; implements standards and systems to enhance quality, consistency, and timeliness for area sites.
7. Develops and maintains effective communication with the area sites and organization.
8. Develops and monitors plans to achieve productivity and cost improvements.
9. Monitors accuracy of test results, operations, staffing levels, and resource utilization; holds lab management accountable for improvement, efficiency, and cost-effectiveness.
10. Stays abreast of industry practices and initiatives.
11. Builds strong cross-functional relationships with sales, marketing, finance, and human resources to drive the growth of the business.

ESSENTIAL FUNCTIONS (continued)

13. Contributes to the efficiency and effectiveness of the department’s service to its customers by offering suggestions and directing or participating as an active member of a work team.
14. Promotes and supports the overall mission of Pace Analytical by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

Bachelor’s degree in business, science, engineering, or a closely related field; AND ten (10) years of professional experience in business operations and program delivery, seven (7) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Certificates, Licenses, and Registrations:

Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.

• None.

Required Knowledge and Skills

Required Knowledge:

• Principles and practices of business operations management.
• General business planning, competitive analysis, and strategy development.
• Administrative principles and practices, including goal setting, program development, implementation and evaluation, and the management of employees.
• Principles and practices of lean business management.
• Principles and practices of developing teams, motivating employees, and managing in a team environment.
• Applicable laws, codes, and regulations.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds.
• Principles and techniques of providing effective oral presentations.
• Correct business English, including spelling, grammar, and punctuation.

Required Skills:

• Planning, organizing, and administering comprehensive programs and projects related to assigned activities/responsibilities.
• Providing for the training and professional development of assigned staff.
• Developing and implementing goals, objectives, policies, procedures, and work standards.

Required Skills (continued):

• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost-effective and efficient manner for a remote workforce.
• Fostering an environment of employee, community, and customer engagement.
• Leading business planning, competitive analysis, and strategy development across a complex business with a distributed workforce.
• Leading the establishment of policies and procedures to ensure adherence to the company mission and vision as well as laws, rules, and regulations.
• Working collaboratively and efficiently across organizations, senior management, and customers.
• Using initiative and independent judgment within established organizational and
• Using tact, discretion, and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to large and small groups and various levels of the organization.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone.

WORKING ENVIRONMENT:

Work is performed in an office setting. Work is subject to travel.

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