Verified Job
Customer Support / TeleCaller
Client Portfolio Manager
Customer Support / TeleCaller
#5962
Remote / WFH
Sandhurst Consulting
Job Description
SANDHURST CONSULTING INC.
Location: 144 4 Ave SW #2100, Calgary, AB T2P 3N4 (hybrid, travel required)
Reports to: President
Direct Reports: On-Call Instructors (as assigned) / SIMCELL
ROLE PURPOSE
The Client Portfolio Manager is responsible for managing assigned client portfolios end-to-end, ensuring high-quality delivery of training and exercises, strong client relationships, and consistent project outcomes aligned with Sandhurst standards. This role blends client management, delivery leadership, business development, and strategic input.
KEY RESPONSIBILITIES
Client & Project Management
• Manage client relationships, delivery schedules, and project outcomes for assigned portfolios
• Coordinate client engagements, including project reporting
• Monitor client satisfaction, retention, and renewal opportunities
• Prepare client reports and post-delivery summaries
• Prepare annual client themes report
• Submit expenses and project invoicing instructions to the finance department
Training & Exercise Delivery
• Deliver ICS-based training and facilitate exercises in line with Sandhurst methodologies
• Support the development, facilitation, and evaluation of discussion-based, functional, and full-scale exercises
• Manage and coordinate on-call instructors and SIMCELL resources as assigned
Business Development & Growth
• Identify and develop new business opportunities within assigned client portfolios
• Lead or support the development of client proposals and scopes of work
• Manage vertical and horizontal client expansion opportunities
QUALIFICATIONS & EXPERIENCE
Essential
• ICS 100, 200, and 300 (certified)
• Minimum 5 years’ experience in emergency management, either in a response or management capacity
• Proven experience delivering training, exercises, or operational programs
• Strong client-facing communication and relationship management skills
Preferred
• ICS 100–300 Train-the-Trainer (TTT)
• Bachelor’s degree in emergency management, public safety, business, or a related field
• Experience working in oil & gas, utilities, or municipal emergency management environments
• Familiarity with ICS Canada, AIMS, BCEMS, or comparable frameworks
WHY JOIN SANDHURST
• Work with senior leaders and front-line responders across Canada and the U.S.
• Deliver meaningful, high-impact emergency management work
• Join a veteran-led consultancy with a strong reputation for quality and realism
• Opportunities to shape future offerings, training products, and client strategy
ABOUT SANDHURST CONSULTING
Sandhurst Consulting is a Calgary-based emergency management, leadership, and exercise consultancy working across oil & gas, utilities, municipalities, and First Nations in Canada and the United States. We specialize in ICS-based training, realistic exercises, and executive-level preparedness, supporting clients operating in complex, high-risk environments.
Location: 144 4 Ave SW #2100, Calgary, AB T2P 3N4 (hybrid, travel required)
Reports to: President
Direct Reports: On-Call Instructors (as assigned) / SIMCELL
ROLE PURPOSE
The Client Portfolio Manager is responsible for managing assigned client portfolios end-to-end, ensuring high-quality delivery of training and exercises, strong client relationships, and consistent project outcomes aligned with Sandhurst standards. This role blends client management, delivery leadership, business development, and strategic input.
KEY RESPONSIBILITIES
Client & Project Management
• Manage client relationships, delivery schedules, and project outcomes for assigned portfolios
• Coordinate client engagements, including project reporting
• Monitor client satisfaction, retention, and renewal opportunities
• Prepare client reports and post-delivery summaries
• Prepare annual client themes report
• Submit expenses and project invoicing instructions to the finance department
Training & Exercise Delivery
• Deliver ICS-based training and facilitate exercises in line with Sandhurst methodologies
• Support the development, facilitation, and evaluation of discussion-based, functional, and full-scale exercises
• Manage and coordinate on-call instructors and SIMCELL resources as assigned
Business Development & Growth
• Identify and develop new business opportunities within assigned client portfolios
• Lead or support the development of client proposals and scopes of work
• Manage vertical and horizontal client expansion opportunities
QUALIFICATIONS & EXPERIENCE
Essential
• ICS 100, 200, and 300 (certified)
• Minimum 5 years’ experience in emergency management, either in a response or management capacity
• Proven experience delivering training, exercises, or operational programs
• Strong client-facing communication and relationship management skills
Preferred
• ICS 100–300 Train-the-Trainer (TTT)
• Bachelor’s degree in emergency management, public safety, business, or a related field
• Experience working in oil & gas, utilities, or municipal emergency management environments
• Familiarity with ICS Canada, AIMS, BCEMS, or comparable frameworks
WHY JOIN SANDHURST
• Work with senior leaders and front-line responders across Canada and the U.S.
• Deliver meaningful, high-impact emergency management work
• Join a veteran-led consultancy with a strong reputation for quality and realism
• Opportunities to shape future offerings, training products, and client strategy
ABOUT SANDHURST CONSULTING
Sandhurst Consulting is a Calgary-based emergency management, leadership, and exercise consultancy working across oil & gas, utilities, municipalities, and First Nations in Canada and the United States. We specialize in ICS-based training, realistic exercises, and executive-level preparedness, supporting clients operating in complex, high-risk environments.
