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: $49,600-$74,400
• Hiring Salary Range: $49,600 - $63,000
• 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