Client Services Director

SGS

. Direct, coach and support Client Service teams across the laboratory network .

Posted 11/5/2026full-timeRemote • United StatesLead💰 $146,800 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client service strategy development, project management, and team leadership within a laboratory environment. Proficient in driving continuous improvement initiatives and managing customer relations while ensuring compliance with regulatory requirements.

Highest-signal resume keywords

Client Service Strategy DevelopmentProject ManagementTeam LeadershipRegulatory Compliance AnalysisCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementClient Service StrategyCorrective Action PlansPreventive Action PlansKPI DevelopmentDigital Client EnablementProcess StandardizationAnalytical SkillsPresentation DevelopmentProblem-Solving

Soft Skills

Excellent Communication SkillsInterpersonal SkillsMotivational LeadershipSelf-MotivationCollaboration

Tools & Technologies

MS Office ApplicationsDigital Tools

Industry Keywords

Environmental Laboratory ExperienceClient Service ProcessesVendor ManagementHSE RequirementsRegulatory Requirements

About the role

Key responsibilities & impact

Direct, coach and support Client Service teams across the laboratory network
Identify and capture upselling, cross-selling and wallet-share expansion opportunities within the existing client portfolio
Act as strategic liaison and ultimate escalation point for conflict resolution
Provide and support Corrective and Preventive Action Plans (CARs) and communicate them to customers
Lead standardization and continuous improvement of Client Services processes and workflows
Define Client Service strategy, targets and measurable KPIs with the VP
Develop and harmonize client service processes supporting organic and acquisitive growth
Lead rollout of new systems and technology through digital client enablement
Train customers and Client Service teams on external-facing digital tools
Direct and mentor Project Manager Assistants and Client Success teams
Ensure timely delivery of project objectives and final deliverables, including automated uploads to client-specific portals
Standardize and oversee internal and external subcontracting workflows and strategic vendor management
Maintain communication with existing clients, implement support processes and build relationships with new clients
Coordinate client complaints and claims with legal, sales, technical experts and management
Ensure team accountability to SGS quality, integrity, legislation and HSE requirements

Requirements

What you’ll need

Bachelor’s degree or equivalent in related discipline
Minimum of 10 years’ experience managing customer relations or sales
Previous environmental laboratory experience as asset
Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment
Excellent verbal and written communication and interpersonal skills
Excellent analytical, reasoning and problem-solving skills
Ability to develop and deliver presentations and communicate effectively at all levels within the organization
Ability to communicate and interact with officials at all levels of business and government and work effectively with diverse constituencies
Ability to translate strategy into actions
Ability to analyze and interpret regulatory requirements impacting the service portfolio
Strong ability to motivate teams and lead through influence
Ability to build high-performance teams, ensure collaboration and develop others
Self-motivation
Ability to work under pressure and challenge the status quo
Ability and willingness to solve problems pragmatically and compliantly
Fosters innovation
Intermediate-level proficiency with MS Office applications, including Word, Excel and PowerPoint
Candidates applying for Canadian job openings should be authorized to work in Canada

Benefits

Comp & perks

Eligible for the EHS North America commission plan
Medical, dental and vision insurance
Life insurance
Employee assistance programs
401(k) with company match and immediate vesting upon enrollment
Online training courses
Virtual and classroom development experiences
Tuition reimbursement program
Paid time off
Family leave
Accommodations available on request for qualified candidates during each stage of the recruitment process