Client Success Specialist

Our client is a leading compliance and regulatory consulting expert, specializing in product safety, regulatory affairs, and laboratory testing services. With over 40 years of experience, they help companies navigate complex North American regulatory standards for chemicals, cosmetics, food, medical devices, and other products. They are seeking an enthusiastic Client Success Specialist who puts relationships first and thrives on creating outstanding client experiences. The ideal candidate is a skilled communicator who enjoys building long-term client partnerships while helping them navigate technical requirements and compliance solutions.

Key Responsibilities:

*Client Experience & Relationship Building

Create positive first impressions as the primary point of contact for all client inquiries
Build and nurture strong client relationships through proactive communication and support
Guide clients through their journey from initial inquiry to project completion
Identify and address client needs before they become concerns
Regularly check in with clients to ensure their satisfaction and gather feedback
Turn client feedback into actionable improvements

*Project Coordination & Support

Manage client onboarding with a focus on clear communication and expectation setting
Coordinate with technical teams to explain testing requirements and timelines in client-friendly terms
Keep clients informed of project status with regular, proactive updates
Handle client questions and concerns with patience and empathy
Document all client interactions thoroughly in the CRM system
Schedule and facilitate consultations between clients and regulatory experts

*Quality & Process Management

Maintain detailed records of client communications and project milestones
Ensure timely follow-up on all client requests and inquiries
Track multiple client projects while maintaining high service standards
Assist in preparing client documentation for compliance submissions
Identify opportunities to improve client service processes


Ideal Candidate Profile

*Required Qualifications

3+ years of customer service experience with proven client relationship management skills
Strong track record of maintaining high client satisfaction levels
Experience handling complex client inquiries and managing expectations
Excellent verbal and written communication skills
Proven ability to explain technical concepts in simple terms
Proficiency in CRM systems and Microsoft Office Suite

*Preferred Qualifications

Experience in regulatory compliance, laboratory, or consulting industry
Background in handling technical or scientific client inquiries
Knowledge of quality management systems
Familiarity with laboratory processes or regulatory requirements
Experience using Laboratory Information Management Systems (LIMS)

*Essential Attributes

Naturally empathetic with genuine desire to help clients succeed
Patient and calm when handling challenging situations
Outstanding active listening skills
Proactive problem-solver who anticipates client needs
Ability to build rapport quickly and maintain strong relationships
Meticulous attention to detail in client communications
Positive attitude and resilient nature
Strong time management skills with ability to prioritize client needs

Additional Information

Start Date: ASAP
Location: Remote
Schedule: Flexible (aligned with client time zones)