Client Program Lead

Client Program Lead

• 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.

Qualifications

• University degree (Equivalent to a Bachelors Degree) in a related discipline
• 8+ years of directly related experience.
• 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.

What we offer

We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $101,000 - 120,000. and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary.

This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

Required Skills

• Agile Project Management
• Business Process Analysis
• Coaching and Mentoring
• Communication Skills
• Compliance Regulations
• Continuous Process Improvement
• Cultural Sensitivity
• Customer Journey Mapping
• Data Analysis
• Data Reports Analysis
• Development of Performance Standards
• Employee Training
• Leadership of Assigned Team Members
• Listening Skills
• Marketing Process
• Marketing Research
• Microsoft Office
• Negotiation Skills
• Problem Resolution
• Project Management
• Research Operations Management
• Salesforce CRM Database Software
• Service Quality
• Statistical Analysis
• Statistical Analysis and Reporting
• Support Strategy Planning and Development
• Survey Design
• Team Leadership
• Time Management
• Training Presentations