Customer Success Representative Are you a results-oriented leader with a passion for laboratory operations, quality control, and continuous improvement? Join MSALABS and play a pivotal role in managing logistics, inventory operational efficiency, and delivering high-quality analytical services to clients across the globe. 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 Customer Success Representative 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 Provide transparent, 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, 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 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 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 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; 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 strong asset for all other region Basic understanding of chemistry, laboratory terminology, and analytical testing concepts, or the ability to develop this knowledge through training 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 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;

📌 Customer Specialist Representative (Medical Experience) (Langley)
🏢 MSALABS
📍 Langley