JOB OPPORTUNITY

Customer Success Representative

Are you a results-oriented leader with a passion for laboratory operations, quality control, and continuous improvement? Ready to take your career to the next level in a fast-paced, growing organization?

Join MSALABS and play a pivotal role in managing logistics, inventory operational efficiency, and delivering high-quality analytical services to clients across the globe.

About MSALABS:

MSALABS is a global provider of geochemical laboratory services for the exploration and mining industries. We deliver a complete range of analytical services from greenfields exploration through to mine closure, including laboratory management, onsite services, and sample preparation.

We are currently seeking a Customer Success Representative Serve as the central coordination point for assigned client projects, ensuring clear and timely client communication, current project visibility, cross-functional alignment across operational, commercial, quality, sales, and other relevant business functions and stakeholders, proactive risk escalation, and effective follow-through on agreed commitments to support successful project delivery and client satisfaction

Job title : Customer Success Representative

Location: Langley ,Canada

Responsibilities and Authorities

- Act as the primary day-to-day communication contact for assigned clients and projects following handover
- Acknowledge and respond to client enquiries within established service standards, coordinate
- complete and accurate responses and close the communication loop in a timely manner.
- Agree and maintain an appropriate communication cadence, including status reports, checking calls, milestone updates, and exception notices
- Provide clear, accurate, and consistent updates on project status, expected timelines, risks, decisions, and next steps
- Document material client feedback, commitments, and decisions in the designated system and share them with relevant stakeholders
- Review available project information during handover and work with Commercial, Sales, Operations, Quality, and other relevant stakeholders to establish a shared understanding of the project scope, client expectations, key commitments, and communication needs.
- Coordinate cross-functional and cross-site discussions as needed to clarify requirements, resolve information gaps, and support a smooth transition into project delivery
- Maintain visibility of overall project status, significant milestones, dependencies, bottlenecks, outstanding actions, and material changes affecting the client, and communicate relevant updates, risks, and project impacts to appropriate internal and external stakeholders in a timely manner
- Follow up with responsible stakeholders to support project progress and ensure important actions, decisions, and client commitments are addressed or appropriately escalated
- Maintain accurate and current project status records in the appropriate systems to support client communication, internal coordination, management reporting, and future analysis
- Prepare or contribute to regular project status updates, dashboards, action logs,

and management reports as required
- Ensure CRM,



LIMS, trackers, shared files, and communication records are updated in
- accordance with established procedures and data-quality standards
- Identify emerging delivery, turnaround-time, quality, logistics, scope, data, or communication risks and escalate them through the defined pathway
- Ensure significant client concerns and feedback are visible to the appropriate internal stakeholders and have a documented owner, action, and target date.
- Coordinate cross-functional issue discussions and track actions through resolution; escalate when progress, ownership, or decisions are insufficient
- Communicate issues to clients in a timely, factual, and solution-oriented manner using information approved by the accountable technical or operational owner.
- Coordinate the review and follow-up of client feedback, complaints and service concerns, ensuring appropriate stakeholders are engaged, agreed actions are communicated, and the client is updated through resolution in accordance with the applicable quality-management system process
- Represent the voice of the client in internal discussions while balancing contractual scope, technical requirements, operational realities, and business priorities.
- Identify recurring communication or delivery gaps and contribute to standard templates, handover tools, dashboards, escalation paths, and customer-success procedures
- Support collection and analysis of client feedback and help coordinate agreed service improvement actions
- Share relevant account insights with relevant teams while referring contract, pricing, renewal, and expansion decisions to the authorized owner
- Track and maintain relevant client service and project-delivery information to support performance measurement, trend analysis, workload planning, and management decision-making, including documenting relevant client feedback and win/loss information in the CRM system
- Request project information, status updates, action owners, supporting records, and target dates from relevant internal stakeholders for assigned clients and projects, in accordance with approved procedures and communication standards.
- Schedule and facilitate project handover, alignment, status, and issue-resolution meetings for assigned work, ensuring appropriate operational, technical, quality, commercial, sales, and management stakeholders are included where required
- Establish and maintain routine client communication touchpoints within the approved service model, agreed communication timeline, and applicable client-service standards
- Communicate validated project status information, agreed next steps, and internally approved recovery or mitigation plans to clients, as per confirmed by the accountable operational, technical, quality, or commercial owner, as applicable
- Escalate risks,



unresolved actions, service failures, client complaints, significant client feedback, scope concerns, data/reporting concerns, or communication breakdowns to the appropriate manager, functional owner, or defined escalation pathway
- Recommend process, communication, reporting, handover, dashboard, and escalation improvements to the Accounts & Client Service Manager
- Document and track client commitments, material client feedback, action owners, decisions, risks, and follow-up items in the designated systems, trackers, CRM, LIMS, or other approved records-management tools

Key Accountabilities

- Client enquiries are acknowledged and coordinated within established response-time standards.
- Assigned clients receive accurate, proactive, and consistent communication at the agreed cadence
- New and materially changed projects receive an effective handover, with scope, client expectations, key commitments, responsibilities, and communication requirements understood by relevant stakeholders.
- Significant milestones, commitments, dependencies, risks, bottlenecks, and actions are current, visible, and traceable
- At-risk delivery and material client feedback are escalated promptly with clear ownership and follow-through
- Stakeholders receive reliable status reporting and decisions, commitments, and next steps are documented
- Client issues are coordinated through closure and recurring service gaps generate documented improvement actions
- Client satisfaction, confidence, retention, and account stability are supported through dependable coordination and communication.

Training and Education Requirements

- Diploma or bachelor’s degree in science, communications, project management, or a related field; equivalent relevant experience will be considered
- Excellent written and verbal English communication skills; additional languages are an asset. French language proficiency is required for roles supporting designated Eastern Canadian regions and/or French-speaking clients and is considered a solid
- asset for all other region
- Basic understanding of chemistry, laboratory terminology, and analytical testing concepts, or the ability to develop this knowledge through training

Experience Required

- Two to four years of experience in customer success, client service, account coordination, project coordination, laboratory services, mining services, logistics, or a comparable business to-business service environment
- Demonstrated experience coordinating multiple projects and stakeholders, tracking

deliverables, and managing client communications.
- Experience working with operational or technical teams and handling time-sensitive issues or escalations
- Laboratory, geochemistry, mining, or multi-site service-delivery experience is a strong asset
- Working knowledge of CRM, LIMS, project trackers, dashboards, or customer-success platforms; ability to learn new systems quickly

Like to know more? Check out www.msalabs.com

If you think you have what it takes, please apply directly to the job advertisement

MSALABS is an equal opportunity employer, and we encourage everyone to apply.

📌 Customer Success Representative (Langley)
🏢 MSALABS
📍 Langley