Client Success

**COMPANY OVERVIEW**

Spark Centre is a business incubator dedicated to building and scaling sustainable, globally competitive companies and giving early-stage and rapidly growing innovation and technology companies the highest probability of long-term success. The Spark flagship Startup Visa (SUV) program supports International Entrepreneurs through every step of getting their startup off the ground in Canada as they grow and scale their venture to global success.

Spark Centre is also spearheading the development of an Eastern Ontario Innovation Corridor (EOIC), a multi-district, innovation network spanning the Durham to Montreal border that will drive exponential growth and economic impact across Eastern Ontario.

Located in Durham Region, the Spark Centre provides advisory services, masterclasses, networking, office space, and day-to-day operational support to local and international entrepreneurs.

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The **Client Success Program Coordinator** plays a key role in supporting the delivery of Spark Centre’s client-facing programs and services. This role is responsible for managing client onboarding, maintaining communication and data systems, supporting event and program coordination, and assisting with reporting and CRM administration. The coordinator will work cross-functionally with internal teams and external partners to ensure seamless client experiences, contributing to the success and growth of innovative and entrepreneurial ventures.

**PRIMARY JOB RESPONSIBILITIES**

Provide administrative support to Client Success and Operations activities as follows (but not limited to)

**Client / Partner Intake & Onboarding**
- Initiate onboarding process for new clients including adding details to CRM, DISCO invite, introductions to relevant partners and internal consultations (ex. Creative Spark)
- Track SUV Client status and initiate onboarding for newly landed clients
- Facilitate administration for onboarding of new Advisors, Mentors, Technology Validation Advisors, Referral & Elite Partners, etc.
- Support administration of client custom programming and connections, working with Program Lead to administer and track Stage-Gating process
- Support in-person Client Orientation Session and Quarterly Advisor Meetings

**Client Communication**
- Maintain client Learning Management System (DISCO) ensuring all relevant opportunities are updated and promoted, update programming calendar, ensure resources and referrals are updated, facilitate group chats
- Help to promote client adoption of LMS by working with various departments to identify opportunities for engagement and promotion

**Programming & Event Support**
- Specifically oriented to early-stage clients, support co-ordination of masterclasses and sessions (schedule, communication, attendance/setup)
- Track attendance for all Spark programming and events, updating CRM as necessary
- Send follow up surveys following Masterclass sessions
- Maintain and cross reference Advisor Timesheet tracking, updating CRM as necessary
- Support Marketing department in promotion, administrative support and physical support (onsite) for events in person and online as required

**Data Management & Reporting**
- CRM data management
- updating with activity entries, time entries for various departments, attendance at events and masterclasses, updating new client data, uploading client documents
- Maintain ‘clean’ CRM systems, ensuring data is regular reviewed and updated, removing fields not used, ensure templates are updated regularly, take initiative to improve systems and workflow
- Administration governance including Document Management & Sharepoint
- Monitor usage reports and flag for challenges (short/excessive spend on budget)
- Support tracking of KPI’s for Spark based on funded programs and organizational deliverables/commitments - create and maintain relevant dashboards tracking progress
- Support all internal and external reporting (i.e. MEDJCT, OVIN, IP, AGM, etc.)
- Support Client Survey management, following up with clients to ensure high response rate - update CRM with new data inputs
- Analyse datasets looking for trends, opportunities, gaps

**Other**
- Support governance of Spark Centre’s various technology platforms and systems, identifying opportunities for improvement and collaborating with IT on system configurations and data integrity
- Assistance with PowerPoint presentation preparation and delivery as required
- Take meeting minutes for internal and external meetings, identifying, assigning and following up on action items
- Coordinate weekly schedule with Client Success team ensuring in office coverage is always available
- Other duties as assigned

**EXPERIENCE & TECHNICAL QUALIFICATIONS**
- Two (2) or more years’ experience within a fast-paced office
- Experience in a customer-facing role
- Previous experience working with or within small to medium sized businesses is an asset
- College diploma or University Degree in Business Administration, Pro