Client Experience Coordinator, Area X.O (FTE)

CLIENT EXPERIENCE COORDINATOR (FTE) - AREA X.O

INVEST OTTAWA – BAYVIEW YARDS

Reporting to the Program Delivery Manager, the Client Experience Coordinator supports the delivery of high-quality client engagement across assigned programs, including Innovation Farm and Born Compliant.

This role serves as a key coordination hub for client participation, communications, and engagement tracking. The Coordinator acts as a first point of contact for program clients, supports workshops and events, maintains CRM records, and ensures a consistent, organized, and professional client experience aligned with Invest Ottawa’s service standards. This position is ideal for a highly organized, client-focused professional who enjoys working in a dynamic, collaborative startup ecosystem environment.

• Corporate Pay Band B: $54,400-$81,600
• Hiring Salary Range: $54,400- $61,200
• Reason for opening: Backfilling a position 
• This position will be required to work onsite at Area X.O 4-5 days per week

WHAT YOU WILL BE DOING: 

Client Coordination & Communications

• Serve as a first point of contact for clients participating in assigned programs, responding to inquiries related to scheduling, participation, and program activities
• Coordinate client onboarding communications, confirmations, reminders, and follow-ups using approved templates and brand guidance
• Prepare and circulate standard program communications and event information
• Liaise with internal teams to coordinate client meetings, workshops, demos, and events
• Escalate complex or non-standard client requests to the Program Delivery Manager

Program & Event Logistics

• Coordinate logistics for client onboarding sessions, meetings, workshops, demos, and events, including calendars, materials, and registrations
• Manage registration workflows and attendance tracking using approved tools
• Support delivery of virtual and in-person events, including run-of-show coordination and onsite support where required
• Track follow-ups and action items arising from client engagements and program activities

Data Management & Reporting

• Maintain accurate client profiles, engagement records, and participation data in CRM systems
• Track client interactions, attendance, and feedback to support KPI monitoring and reporting
• Support preparation of summaries and reports for internal review and funder requirements
• Ensure required participation documentation is completed and tracked prior to client activities
• Identify recurring client issues or trends and flag insights to the Program Delivery Manager

WHAT YOU HAVE ACCOMPLISHED/ GAINED THROUGHOUT YOUR CAREER:

• Post-secondary education in administration, business, communications, event management, or a related field, or equivalent experience
• 1–3 years of experience in a client services, coordination, program support, or events role

• Experience working with startups, entrepreneurs, or innovation-focused programs is an asset
• Understanding of the entrepreneurship journey and early-stage company challenges is an asset
• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously
• Clear, professional written and verbal communication skills
• Client-focused mindset with strong attention to detail and follow-through
• Sound judgment and discretion when handling client and program information
• Proficiency with Microsoft 365 and ability to learn CRM and coordination platforms quickly

We may use an AI‑enabled assistant to take notes during our recruitment process to help our team stay present and engaged during interviews.  The tool does not screen, assess, or select applicants, and all hiring decisions are made by people. We welcome inquiries about AI use and/or requests for accommodations at any stage of the hiring process. Personal information (including recordings, transcripts, and summaries) is safeguarded in line with our privacy policy and applicable Ontario privacy legislation.