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 quick-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

📌 Customer Success Representative (Langley)
🏢 MSALABS
📍 Langley