Client Relations

6 months ago

Toronto, Canada Intellectual Property Ontario Full time

**Who we are**:
Intellectual Property Ontario (IPON) is a new provincial agency that will serve as a go-to resource for Intellectual Property (IP) expertise to help researchers and companies maximize the value of their IP, strengthen their capacity to grow and compete in the global market.

**Location**: This is a hybrid opportunity within Ontario. We have offices in both Kitchener and Toronto where the team meets to collaborate and on an as-needed basis.

**Responsibilities**:
The Client Relations & Program Advisor will represent an ongoing feedback mechanism from clients to IPON's Service Delivery team and Senior Management that will allow them to iterate, improve and expand IPON's suite of services in the long-term. This position will be instrumental in building a truly client success driven organization.

The Client Relations & Program Advisor will coordinate the assessment of IPON client needs via onboarding and ongoing monitoring and assessment of client needs (client satisfaction surveys, one-on-one meetings and check-ins). They will work with service development teams to inform the design and customization of services based on client needs.
- Support program activities with existing IPON clients and act as their primary point of contact with regards to IPON services
- Support business development activities with regards to external/prospective clients and invest in creating proactive relationships with them. For this purpose, the Client Relations & Program Advisor will attend and coordinate networking events, as well as one-on-one or one-to-many site visits with prospective clients
- Respond to client reactions, assessing ongoing customer experience, and providing advice to enhance client satisfaction
- Advise senior leadership team on client experience, ongoing issues and provide recommendations to address client concerns
- Support/lead the analysis of information and data to prepare summaries or reports for internal and external stakeholders
- Lead the analysis and the development of the following:

- service commitment and service development goals/targets;
- client satisfaction surveys, focus groups.
- design multi-channel feedback mechanisms;
- contribute to the Agency's KPIs;
- the Agency's development of a CRM requirements.
- Issue, collect responses and summarize results from client satisfaction survey(s)
- Document and advise of changing/emerging client needs and potential process enhancements
- Document best-practices and lessons learned to inform future intake processes
- Collect and identify client success stories and share them with communications team
- Respond to inquiries from the public and prospective clients on IPON services, and supporting/guiding clients during the intake process, coordinating meetings and materials, and documenting decisions to support client intake process

**Qualifications**:

- Degree in any of the following disciplines: public administration, social sciences (economics and accounting), data and computer science or related field. An interest or experience in IP and/or technology sectors is an asset.
- Customer service skills: experience in business-to-business client-facing role, including client services, client success, client support, or account management roles. Ability to handle requests, deal with inquiries and respond to a variety of requests.
- Communication and interpersonal skills: exceptional interpersonal skills to be able to interact successfully with all levels of staff, the executive team, the public, and prospective clients with a positive, enthusiastic attitude. Ability to prepare correspondence and reports. Not a requirement, however, bilingualism in English and French is an asset.
- Organizational and analytical skills: excellent problem-solving skills, high level of attention to detail, and strong project and change management skills. Organization skills and ability to complete work and manage deadlines.
- Computer skills: high proficiency with Microsoft software to develop or enhance tools and resources to support the intake process.

The annual salary range for this role is $65,000 - $88,000, plus benefits and pension.

**Sounds like you? Join our growing team today**

Intellectual Property Ontario is committed to the core principles of the Accessibility for Ontarians with Disabilities Act (AODA), 2005: dignity, independence, integration and equal opportunity. Our goal is to ensure that all Ontarians can access our services and information when and how they need them, without barriers.

If you require any assistance or accommodation alternatives during the recruitment process, please contact us at hr[at]ip-ontario.ca
- Une version française est disponible sur demande._

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