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About the Role
Serve as the primary point of contact between the Client Program Team and clients, leading engagements and ensuring superior client service through collaboration with internal teams. Monitor client program KPIs, anticipate needs, and identify opportunities for growth and efficiency.
Responsibilities
- Serve as overall internal knowledge base and pivotal point of contact for all matters related to assigned client.
- Monitor client program KPIs/scorecards, anticipate needs, spot trends and opportunities, and report out to the organization.
- Accountable for Program Service, maintenance, and health of program, QBR Leads client/lab/vendor onboardings and trainings.
- Serve as primary point of contact between Client Program Team and clients, leading engagements between the client and other UL teams.
- Ensure Program Requirements are clearly documented, communicated, and updated throughout the organization.
- Collaborate and coordinate with Operations, Support Services, Quality Assurance, Sales, Business Development and other affiliated stakeholders to ensure that clients experience superior service.
- Lead client discussions related to their testing, audits, inspections and other service needs and program development, onboarding and delivery.
- Support quarterly business reviews, corrective action plans, and client projects.
- Follow up on inquiry calls; respond to specific client inquiries promptly and professionally.
- Monitor profitability of account and look for ways to improve efficiency and profitability through standardization, centralization, or automation.
- Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
- Performs other duties as directed.
Requirements
- Familiarity with testing, audits and inspections within the Retail, Wholesale industry
- Demonstrated ability to keep multiple projects on schedule.
- Demonstrated ability to successfully manage complex client programs.
- Ability to serve as liaison between sales, marketing, client services and operations fulfillment functions by applying knowledge of UL services, policies and procedures.
- Demonstrated computer literacy and ability to use company databases.
- Excellent problem-solving and negotiation skills.
- Demonstrated ability to successfully interface with customers of all levels.
Skills
- Problem-solving
- Negotiation
- Client relationship management
- Project management
- Communication
Experience Level
- 8+ years of directly related experience
Education Level
- University degree (Equivalent to a Bachelors Degree) in a related discipline
Salary/Compensations
- $101,000 - $120,000
- Target bonus payout of 20% of base salary
Benefits
- Medical, dental and vision insurance
- Mental and financial health wellness benefits
- 401K retirement savings
- Paid time off including vacation (15 days)
- Paid holidays including floating holidays (12 days)
- Paid sick time off (72 hours)
About the Company
- Underwriters Laboratories