Account Manager Team Lead
Top Benefits
About the role
CARO Analytical is an environmental and food testing laboratory, and the home of charismatic scientists driven to make the world safer and healthier. Whether it’s helping clean up contaminated sites, ensuring clean water for Canadians, or supporting food safety programs, CARO delivers the critical data that drives impactful change. Guided by our core values—'We’ve Got Chemistry,' 'Big Picture Sidekicks,' and 'Ahead of the Curve'—we foster a workplace that values collaboration, curiosity, and continuous improvement. Join CARO if you're ready to bring your authentic self, embrace curiosity, and lead your own journey of development. In return, we are committed to cultivating a work environment where your ideas and growth matter, one where you are given the opportunity to thrive and have a meaningful impact on the world around you.
DESCRIPTION: Client Success Lead – Richmond, BC (Full Time)
We are looking for a Client Success Lead who oversees the account managers with the overall goal of customer retention and satisfaction and growing accounts.
Responsibilities and required tasks:
Operations
- Ensure service consistency in processes and product delivery across the account management team and the sublet process.
- Monitor and develop ways to increase productivity and efficiency of the account management team.
- Effectively cooperate with other departments on an ongoing basis to meet service and operational requirements.
- Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
- Proactively ensure that client feedback goals are all meeting or exceeding targets.
- Create effective customer service procedures, policies, and standards.
- Ensure SOPs are kept up to date.
Client Relationship Management
- Monitor client feedback and respond directly to customer service issues in a timely manner (If needed).
- Proactively work to deepen relationships with clients and grow accounts.
- Monitor and adjust pricing as needed.
- Work with sales to support and implement pricing strategy.
People Management
- Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.
- Coach, mentor, and develop staff, including career development planning, providing regular feedback, and empowering the team by proper delegation of tasks.
QUALIFICATIONS:
- University or College degree/diploma in related discipline.
- 3+ years of experience in a laboratory environment and 2+ years in a supervisory role.
- Strong technical understanding of CARO service offering and application.
- Proven leadership skills and attributes.
- Ability to motivate a team and delegate responsibilities.
- Strong interpersonal skills.
- Ability to effectively manage change in a dynamic working environment.
- Strategic planning/thinking and implementation abilities.
- Negotiation, influencing and conflict resolution skills.
- Deep understanding of applicable regulations in relation to client’s needs.
Job Types: Full-time, Permanent
Pay: From $55,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
Experience:
- Customer service: 3 years (preferred)
- Laboratory: 3 years (preferred)
Work Location: In person
About CARO ANALYTICAL SERVICES
CARO Analytical Services is an employee-owned environmental and food laboratory that provides professional analytical testing services to public and private clients throughout Western Canada. Whether supporting a client cleaning up a contaminated site, providing water quality data to ensure Canadians have access to clean water, or supporting the government in testing our food source for potential pesticide exceedances, CARO provides the data essential to the success of these programs. CARO also happens to have a pretty awesome corporate culture thanks to a great team of employees who take their jobs seriously, but not themselves: We are charismatic scientists, driven to make the world safer and healthier.
Our Culture Our mission is to create a better workplace than the industry has ever seen. We care about our people and believe in developing employee skillsets for a long-term career at CARO. Many of our current team leads started in junior roles and are now part of our extended leadership team, helping new employees stay ahead of the curve. Our interactions are based on trust, respect and mutual understanding. We always encourage employees to get to know one another and feel connected to their successes. You could even say: We’ve Got Chemistry!
The Perks In addition to a rewarding career, CARO also offers full-time employees:
Extended Health and Dental Company RRSP matching & DPSP Flexible work hours and schedules Paid time off for volunteering Learning and development opportunities Awesome social activities Bottomless fresh coffee
Account Manager Team Lead
Top Benefits
About the role
CARO Analytical is an environmental and food testing laboratory, and the home of charismatic scientists driven to make the world safer and healthier. Whether it’s helping clean up contaminated sites, ensuring clean water for Canadians, or supporting food safety programs, CARO delivers the critical data that drives impactful change. Guided by our core values—'We’ve Got Chemistry,' 'Big Picture Sidekicks,' and 'Ahead of the Curve'—we foster a workplace that values collaboration, curiosity, and continuous improvement. Join CARO if you're ready to bring your authentic self, embrace curiosity, and lead your own journey of development. In return, we are committed to cultivating a work environment where your ideas and growth matter, one where you are given the opportunity to thrive and have a meaningful impact on the world around you.
DESCRIPTION: Client Success Lead – Richmond, BC (Full Time)
We are looking for a Client Success Lead who oversees the account managers with the overall goal of customer retention and satisfaction and growing accounts.
Responsibilities and required tasks:
Operations
- Ensure service consistency in processes and product delivery across the account management team and the sublet process.
- Monitor and develop ways to increase productivity and efficiency of the account management team.
- Effectively cooperate with other departments on an ongoing basis to meet service and operational requirements.
- Provide leadership to the team, to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
- Proactively ensure that client feedback goals are all meeting or exceeding targets.
- Create effective customer service procedures, policies, and standards.
- Ensure SOPs are kept up to date.
Client Relationship Management
- Monitor client feedback and respond directly to customer service issues in a timely manner (If needed).
- Proactively work to deepen relationships with clients and grow accounts.
- Monitor and adjust pricing as needed.
- Work with sales to support and implement pricing strategy.
People Management
- Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.
- Coach, mentor, and develop staff, including career development planning, providing regular feedback, and empowering the team by proper delegation of tasks.
QUALIFICATIONS:
- University or College degree/diploma in related discipline.
- 3+ years of experience in a laboratory environment and 2+ years in a supervisory role.
- Strong technical understanding of CARO service offering and application.
- Proven leadership skills and attributes.
- Ability to motivate a team and delegate responsibilities.
- Strong interpersonal skills.
- Ability to effectively manage change in a dynamic working environment.
- Strategic planning/thinking and implementation abilities.
- Negotiation, influencing and conflict resolution skills.
- Deep understanding of applicable regulations in relation to client’s needs.
Job Types: Full-time, Permanent
Pay: From $55,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
Experience:
- Customer service: 3 years (preferred)
- Laboratory: 3 years (preferred)
Work Location: In person
About CARO ANALYTICAL SERVICES
CARO Analytical Services is an employee-owned environmental and food laboratory that provides professional analytical testing services to public and private clients throughout Western Canada. Whether supporting a client cleaning up a contaminated site, providing water quality data to ensure Canadians have access to clean water, or supporting the government in testing our food source for potential pesticide exceedances, CARO provides the data essential to the success of these programs. CARO also happens to have a pretty awesome corporate culture thanks to a great team of employees who take their jobs seriously, but not themselves: We are charismatic scientists, driven to make the world safer and healthier.
Our Culture Our mission is to create a better workplace than the industry has ever seen. We care about our people and believe in developing employee skillsets for a long-term career at CARO. Many of our current team leads started in junior roles and are now part of our extended leadership team, helping new employees stay ahead of the curve. Our interactions are based on trust, respect and mutual understanding. We always encourage employees to get to know one another and feel connected to their successes. You could even say: We’ve Got Chemistry!
The Perks In addition to a rewarding career, CARO also offers full-time employees:
Extended Health and Dental Company RRSP matching & DPSP Flexible work hours and schedules Paid time off for volunteering Learning and development opportunities Awesome social activities Bottomless fresh coffee