Program Coordinator

Under the Eastern Ontario Innovation Corridor (EOIC) Initiative, Spark Centre, in partnership with Launch Lab and PARO Centre for Women’s Enterprise, launched the Landing-Pad Accelerator Program for Newcomers and Female Entrepreneurs in EN3 (environment, energy, engineering) to strengthen the EN3 sector in Eastern Ontario by supporting high-potential companies primed to be successful in Eastern Ontario.

The Program Coordinator will manage all client programming of Spark Centre and Launch Lab and drive high levels of client satisfaction through high-touch engagement.

Reporting to the Program Manager & overseen by the Director of Client Success, the Coordinator is accountable for the onboarding of each cohort of participants for the Landing-Pad Accelerator Program, overseeing the formulation and execution of each Statement of Work (SOW), and ensuring each entrepreneur completes the program schedule. The coordinator also supports participation in advisory services, accessing partner assets and resources, and supports the Events Specialist in staging events for the participating entrepreneurs and crafting messaging for communication mediums. In addition to the programming responsibilities, this role is also accountable for client relationship management of long-term relationships, data collection and reporting.

Having a passion for customer service and progressive growth, the Coordinator ensures that program offerings are meaningful and delivered in a high-quality, efficient, and timely manner. This position serves clients, advisors, partners, and funders and ensures that clients receive an exceptionally high standard of programming and customer service leading to high satisfaction.

The coordinator is an organized individual with the ability to multitask, prioritize and possesses sound judgement. You have previous customer service and administrative experience, and approach every day with a positive, optimistic attitude. You are detail-oriented and love working in a fast-paced, co-working, start-up environment with a hands-on approach.

**PRIMARY JOB RESPONSIBILITIES**

The Program Coordinator is responsible to:

- Manage intake and onboarding of participating companies to each cohort of the Landing Pad Accelerator Program
- Oversee the creation and execution of each Statement of Work (SOW) for participating company.
- Coordinate masterclasses and sessions (schedule, communication, attendance/setup, content, gaps) for participating companies
- Facilitate engagement with clients for optimal client satisfaction and program milestone achievement
- Assist with managing stakeholder relationships
- Ensure proper and timely management of CRM data
- Produce thorough and timely reports according to the KPIs of the Landing Pad Accelerator Program
- Administration governance, including Document Management & Sharepoint management
- Support services deployment
- Create and deliver client presentations
- Support the Advisory program
- Support tradeshows and networking events
- Manage the Client Satisfaction survey process
- Support the continued development of the Landing Pad Accelerator Program through annual business planning
- Support the Client Success program at Spark Centre
- Other tasks as assigned by the Director of Client Success and the Program Manager

**EXPERIENCE & TECHNICAL QUALIFICATIONS**
- 2+ years of demonstrated relationship management experience: account/case management & relationship experience
- 2+ years of experience within a fast-paced office
- Preferred experience in working with International clients
- College diploma in Business Administration, Operations Management, Sales & Marketing or Communications, or equivalent work experience
- Experience in a customer-facing role, preferably in hospitality, high technology, immigration services or other service-related industries
- Experience working with a CRM and analyzing information
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), MAC Book usage
- Experience serving a diverse group of entrepreneurs and stakeholders

**KEY SKILLS AND COMPETENCIES**
- Strong business acumen to understand various business models
- Strong relationship-building and relationship-management skills
- Friendly, professional, enthusiastic personality - customer service focused
- Excellent verbal and written communication skills, with a natural ability to start conversations
- Natural tendency to follow up and reduce lag time
- Excellent attention to detail and a willingness to learn
- Ability to deliver presentations
- Ability to work independently and in a team environment
- Ability to grasp tasks quickly and take initiative
- Excellent ability to multitask, effectively prioritize and manage time in a fast-paced environment
- Ability to work in a collaborative /shared working environment
- Practices discretion

**NICE TO HAVE**
- Experience working with CRM software
- Bilingualism (French-English) is an asset

**WORK ENVIRONMENT**
- We are a fast-pa