[Hiring] Client Experience Project Manager @Vertex Resource Group

Role Description

Vertex is seeking an experienced Client Experience Project Manager – Environmental & BCA to support our Ontario Commercial team. This role is the bridge between our clients and our technical team. You will be the first voice our clients hear and the person they rely on from first enquiry to final report:

• Respond promptly to online leads, phone calls and emails from commercial clients, brokers, lenders and property owners.
• Follow up on new leads and outstanding proposals to convert enquiries into awarded work.
• Call new and existing clients to understand what they need, confirm scope and build strong, long-term relationships.
• Prepare scopes of work, cost estimates and proposals for Building Condition Assessments (BCAs), Phase One and Phase Two Environmental Site Assessments (ESAs), groundwater monitoring programs and geotechnical investigations.
• Work with senior technical staff and Qualified Persons on project scope, scheduling, staffing and client technical questions.
• Schedule site visits and coordinate site access, tenant notifications, contacts and logistics with clients, property managers and field staff.
• Coordinate utility locates, drilling contractors, laboratories and other subcontractors for Phase Two ESAs and geotechnical investigations.
• Schedule and manage recurring groundwater monitoring events and keep clients informed of results and next steps.
• Track project progress, budgets and deadlines, and make sure reports are delivered on time and meet client and lender requirements.
• Keep clients updated from first contact to final report delivery, and let them know early about delays, scope changes or findings that may affect their transaction or project.
• Act as the main point of contact for client questions, requests, report clarifications, reliance letters and follow-ups.
• Manage scope changes and change orders, confirming client approval before additional work proceeds.
• Review draft reports with the technical team for completeness, clarity and client-specific requirements before issue.
• Prepare and issue invoices, and follow up on outstanding accounts.
• Work with internal accounting and administrative staff on billing, project setup and closeout.
• Keep the project database and CRM accurate and up to date, including lead tracking and pipeline reporting to the Ontario Commercial team.
• Follow up after projects close to ask for feedback and find repeat or referral work.
• Look for ways to improve how we communicate with clients and deliver a great client experience.

Qualifications

• Post-secondary degree or diploma in Environmental Science, Engineering, Geoscience, Building Science, Construction Management or a related field.
• 5+ years of experience managing commercial environmental and/or building assessment projects in Ontario, including Phase One and Phase Two ESAs, BCAs, groundwater monitoring and geotechnical investigations.
• Strong working knowledge of Ontario Regulation 153/04 (Records of Site Condition) and CSA Z768-01 (Phase I ESA) and CSA Z769-00 (Phase II ESA) standards.
• Familiarity with Building Condition Assessment practices, including ASTM E2018, and the typical requirements of lenders, investors and property owners.
• Solid understanding of geotechnical investigation scopes (boreholes, test pits, soil sampling and laboratory testing) and groundwater monitoring programs.
• Proven experience coordinating field programs, drilling contractors, laboratories and other subcontractors.
• Track record of delivering multiple projects at once on time and on budget.
• Excellent client-facing phone presence: friendly, confident, professional and responsive.
• Strong written communication skills, with the ability to explain scopes, timelines and technical findings in plain language.
• Experience preparing proposals, cost estimates and invoices, and comfortable working in CRM and project management software.
• Highly organized, self-motivated and comfortable working independently in a remote environment.
• PMP or similar project management designation is an asset.

Requirements

• This position is fully remote.
• Candidates must reside in Ontario and be available during Eastern Time business hours.

Benefits

• Expected Compensation: $65,000.00 to $100,000.00 annually.
• Be the face of a growing Ontario Commercial team.
• Established client base of lenders, investors, brokers and property owners.
• Scalable platform with growth opportunities across Canada and the U.S.
• Entrepreneurial environment where your ideas shape how we serve clients.

Company Description

Vertex is a leading North American provider of environmental services, assisting clients in achieving their development goals through our versatile suite of services. From the initial site selection, consultation and regulatory approval, through the construction, operation and maintenance phases, to conclusion and environmental cleanup, Vertex offers a diverse range of services throughout the life cycle of our clients’ projects.