Facilitator, Client Support

2 weeks ago

Toronto, Ontario, Canada Mitacs Full time

Do you want to be part of our innovative and entrepreneurial team?
Do you thrive in an entrepreneurial environment and enjoy working in a team atmosphere? Are you an "outside the box" thinker who strives to implement continuous improvements? Do you take a strategic approach to your work? Do you enjoy in a fast-paced culture where your opinions are valued and respected? Do you enjoy building partnerships to solve mutually beneficial challenges?


Mitacs is a national not-for-profit that helps industry and non-profit partners solve strategic challenges by leveraging Canada's world-class post-secondary talent and a global network of industry, academic, and government partnerships.

Through these collaborations, Mitacs helps business and community partners succeed, improves students' on-the-job skills development, and strengthens Canada's world-class innovation ecosystem.

At Mitacs, we strive to develop the next generation of innovators with vital research and business skills.

In partnership with domestic and international companies, governments and academia, we support a new economy using Canada's most valuable resource - its people.

To get a better understanding of Mitacs and read more about our values please visit our website

_ This position can be fully remote or hybrid near Mitacs offices in Ottawa, Montreal, Toronto or Vancouver
_
***The Facilitator, Client Support is responsible for developing, delivering, and continuously improving training material for the Grant and the Client Success departments to ensure the team is up to date with funding agreements, eligibility requirements and workflow standards, exceptions, and client experience. This position reports to the Manager, Client Support.

KEY RESPONSIBILITIES

Leadership

  • Help implement defined goals, objectives, and internal service standards
  • Although this role will not initially have direct reports, collaboration and coaching across the departments are expected
  • Provide guidance and advice to the team by responding to and facilitating team questions and queries of support
  • Help maintain training and business process documentation to support the team

Training and development

  • Develop training programs from A to Z, that meet the team needs and improve performance
  • Optimize and deliver onboarding training and ongoing coaching
  • Deliver and coordinate ongoing training sessions to ensure that process and eligibility changes are understood, while striving for excellence in file management
  • Support the Manager, Client Support with development of tools and canned responses
  • Support Operational Excellence and Client Success teams to align objectives and training gaps

REQUIRED SKILLS AND EXPERIENCE- University degree (general studies) and three to five years' proven experience in a customer support position and knowledge of customer service best practices

  • At least five years in a coaching or training position with a large group and oneonone
  • Experience in a BtoB, BtoC, and/or educational environment with the ability to develop a good understanding of clients, market dynamics, and requirements
  • Strong business understanding with the ability to judge when complex issues and problems occur
  • Experience working collaboratively in a combined sales and marketing team is an asset
  • Highly developed interpersonal skills with a passion for customer service and helping others
  • High proficiency with the Microsoft Office suite of products (Word, Excel, PowerPoint, Outlook)
  • Outstanding written and verbal communication skills and professional behaviour
  • Excellent leadership and interpersonal skills
  • Computer literate
  • Creative thinking, reliability, and ability to meet deadlines
  • Ability to think strategically and recommend appropriate initiatives and solutions
  • Strong interpersonal, problem solving, and conflict resolution skills
  • Self‐motivated, able to work in a team environment and balance the needs of a number of individuals
  • Fully bilingual (English and French). Knowledge of written and spoken English is required in this role as you will interact with colleagues, clients and stakeholders located across Canada
- __________________________________________________________

Souhaitez-vous faire partie de notre équipe qui mise sur l'entrepreneuriat et l'innovation?
Vous vous épanouissez dans un milieu axé sur l'esprit d'entreprise et appréciez le travail en équipe? Aimez-vous sortir des sentiers battus et cherchez-vous continuellement à apporter des améliorations? Adoptez-vous une approche stratégique à l'égard de votre travail? Aimez-vous évoluer au sein d'un environnement de travail dynamique et où vos opinions sont valorisées et respectées? Aimez-vous créer des partenariats pour résoudre des défis mutuellement avantageux?

Mitacs est un organisme sans but lucratif national qui aide des partenaires du secteur privé et sans but lucratif à résoudre des défis

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