Client Relationship Manager - Emergency Response Plan

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 97,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Celebrating our 21st anniversary this year, H2Safety Services Inc. is Canada’s largest provider of emergency response management services and solutions. Our team of industry-leading experts delivers comprehensive, tailored emergency management services, emergency response training, and technology services to companies throughout Canada, North America, and around the world. By continuously investing in our people and world-class technology, we ensure the highest level of protection and compliance for our clients, stakeholders, and the environment.

In June 2025, H2Safety became a part of SGS, the world’s leading testing, inspection, and certification company - and a world leader in sustainability. As part of SGS, H2Safety is working towards globally advancing operational safety, digital transformation, and ESG performance across industries, including oil and gas, mining, transportation, utilities, renewables, and government.  Our success and approach are deeply rooted in building authentic relationships and addressing community concerns transparently, allowing us to also excel in Indigenous and government relations.

Summary:

The Client Relationship Manager role, provides strategic oversight and day-to-day management of the Emergency Response Plan (ERP) delivery function for their clients. This individual acts as the central coordinator ensuring projects flow seamlessly across internal support functions in support of their clients such as technical services, data and mapping, training, and field operations so that each component aligns toward the successful delivery of a comprehensive Emergency Management Program.

The Client Relationship Manager embodies H2Safety’s leadership philosophy of empowerment, accountability, and growth—ensuring that both people and programs evolve in alignment with the company’s mission to deliver industry-leading emergency management excellence.

• Client Relationships and Needs Assessment – Build and maintain strong client relationships. Identify client needs related to emergency response planning and associated H2Safety solutions that take into consideration the client’s unique organizational objectives and constraints (budget, internal resources).
• Operational leadership – maintain oversight of all active client ERP projects to ensure they are delivered according to schedule, budget, and defined scope
• Project & Resource Coordination - Collaborate with leadership teams across various business units and ensure alignment with organizational goals.
• Financial & Performance Management - Monitor project budgets, margins, and resourcing to maintain profitability and delivery efficiency.
• Process Optimization & System Improvement – Lead process improvement initiatives, researching and recommending best practices to improve operational efficiency.
• Client & Stakeholder Management - Drive business development efforts, including assisting with proposal pursuits and expanding relationships with both existing and new clients.
• Team Development - Provide mentoring and training of team members to support continuous growth through talent development initiatives to build the next generation of emergency management experts.

Performance Metrics

• On-time and on-budget project delivery rate.
• Client satisfaction and retention.
• Internal throughput and efficiency metrics.
• Profitability and resource utilization.
• Staff development and retention metrics, including completion of performance reviews, achievement of development goals, and succession readiness tracking.
• Implementation and adoption of improved ERP delivery processes.

• Bachler’s degree in Business, Operations Management, Engineering, or related field.
• Proven ability to lead multidisciplinary teams and deliver complex, multi-phase projects successfully.
• Strong experience in implementing project management methodologies and performance tracking systems.
• Demonstrated success in operational optimization, workflow design, and team leadership.
• Knowledge of emergency management systems & programs. Experience with the Oil & Gas industry is a benefit.
• Exceptional organizational, coordination, and communication skills.
• Strong leadership with the ability to motivate teams and foster cross-functional collaboration.
• Committed to fostering a culture of high performance and continuous improvement.
• Proven capability in coaching, mentoring, and conducting structured performance evaluations.
• Demonstrated experience in resource planning, staff development, and building cohesive teams.
• Focused on continuous improvement and client value growth.
• Advanced understanding of project management tools and methodologies.
• Financial literacy related to budgeting, forecasting, and margin management.
• Proficiency in project management tools and methodologies utilizing software (e.g., MS Project, Smartsheet, Power BI, or similar).
• Ability to manage competing priorities in a fast-paced environment and make data-driven decisions.
• Excellent verbal and written communication skills, capable of effectively presenting project updates and strategic information to stakeholders and senior management.
• This is an in-office position in Calgary, AB
• Some travel will be required mainly within Alberta (20%)

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression and Indigenous status, or any other characteristics protected by law.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This job description should not be construed as an exhaustive statement of duties, responsibilities, or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time.

Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.