Client Relations Coordinator

Client Relations Coordinator

About EducationPlannerBC

EducationPlannerBC is B.C.’s provincial application and data exchange hub designed to provide improved access to post-secondary education in B.C. by engaging and informing applicants and their supporters throughout their post-secondary research, planning and application process. EducationPlannerBC works to proactively innovate for our applicants, public post-secondary institutions and government partners.

Position Summary

Reporting to the Director, Client Relations, the Client Relations Coordinator is responsible for providing coordination of Client Relations activities and the annual EPBConnects virtual conference in support of the integration and utilization of EducationPlannerBC’s (EPBC) current and future products. This position works cross-organizationally in EPBC on activities, from inception to completion, with the Client Relations team, identified internal teams and representatives from post-secondary institutions to deliver the intended outcomes. This position also completes documentation to support the use of EPBC’s products and services.  

Key Accountabilities 

The following provides an approximate allocation of time for key accountabilities and a representative list of duties. From time to time, this position will be expected to undertake other duties and responsibilities as necessitated by its evolving position within the organization or the overall business objectives of the organization.

Program Coordination (40%) 

• Collaborate with Director, Client Relations and/or designated staff with initiating, documenting, and tracking requirements and intended outcomes for identified activities.

• Meet with internal EPBC teams and/or external partner organization representatives on behalf of Client Relations to gather expectations and provide information about activity requirements and intended outcomes.

• Facilitate initial, on-going, and annual Client Relations activities including meetings, events, and workshops, as needed, to enable integration and implementation of EPBC’s products and services ensuring the needs, interests, and partner organization preferences are understood and actionable. 

• Conduct research as needed to support Client Relations activities.

• Create summary documents for activities including expectations and outcomes and provide to Director, Client Relations and/or designated staff.

• Book meetings and work with internal staff to book venues, coordinate travel, catering, contracts, vendor payments, and related activities on behalf of the Client Relations team.

• Keep up to date with EPBC product and service releases and be able to demonstrate user features as needed.

Event Management (30%)

• Lead the coordination of the annual EPBConnects virtual conference and/or other events as identified with the Director, Client Relations and/or designated staff, including the development of event plans, deliverables, and schedules to ensure that key actions, goals, and outcomes are met.

• Work with designated staff to execute conference/event promotional documentation and other related deliverables.

• Coordinate conference services (i.e., vendor event platforms and streaming production company) to deliver the event. Coordinate post-event activities such as information gathering requirements, de-brief meetings and reports, and access to video presentations.

Information Coordination (15%)

• In consultation with the Director, Client Relations and/or designated staff, develop and distribute client-facing information updates including meeting notices, information requests, product/service release notices, and other notices as needed.

• Coordinate and maintain client contact lists, ensuring that each list receives specified notices. Coordinate lists with Client Relations team and other EPBC staff to ensure accuracy of members and intended messages.

• In consultation with the Director, Client Relations and/or designated staff, coordinate communication activities with identified EPBC product and service user groups and related EPBC groups.

• Manage Client Relations email by ensuring incoming messages are responded to promptly and accurately.  

• Coordinate and maintain the Client Relations Team annual calendar.

Documentation (15%)

• Review EPBC documentation options and identify key documents to use for the specified activity.

• Complete activity initiation documentation, if required, and other related documentation for approval by Director, Client Relations and/or designated staff before starting the activity.

• Develop and complete documentation, including project charters, project plans with expected deliverables and anticipated timelines, spreadsheets and tracking documents, status reports, product/service release notices, and others as identified.

• Identify resources needed within EPBC to deliver the activity, including staff and contractor resources.

• Develop and maintain resource documentation for use by institutions. Make available to identified contacts as needed. Provide and distribute documentation. 

• Collate and track requests for product/service enhancements from internal and external clients, ensuring completeness of the requests. Meet with Client Relations and Technology Development staff members on a regular basis to update/review the requests. Provide request list to Director, Client Relations or designated staff members by schedule identified.

Competency Requirements

• Ability to work independently or in consultation and collaboration with others.

• A sense of initiative, with the ability to set priorities and follow workflows.

• A focus on providing exceptional client-service to all EPBC staff and external stakeholders.

• Ability to apply problem solving and analytical skills. 

• Ability to clearly communicate, both verbally and in writing, being mindful of your audience and their communication needs.

• Ability to work collaboratively by building and maintaining positive working relationships with team members across the organization and with external stakeholders, if applicable.

• Ability to be flexible and adaptable, adjusting to occasional shifts in workload and task priorities.

• Ability to facilitate conversations and situations that require the use of consultation, negotiation, conflict resolution, and diplomacy skills.

• Excellent organizational, research and analytical skills with the ability to summarize information into reports and other documents.

Education, Knowledge and Experience 

• Bachelor's degree in a relevant field is such as Communications, Business, IT, Education is required or an acceptable combination of education, training, and 3 – 5 years of experience.

• Understanding of the BC post-secondary system or government environment is considered an asset.

• Experience with administration, project management and planning processes, including coordinating and prioritizing activities.

• Experience in gaining collaboration across organizations that may have competing priorities, resources and timelines.

• Experience developing business and technical reports.

• Experience with online event platforms/systems and online calendaring websites is considered an asset.

Interpersonal Relations

The key stakeholders and team members this role interact with include:

• Internally – Executive Director, Director, Client Relations, Relationship Manager, Lead Support Analyst, Technical Support Analyst, Chief Technology Officer, Technical Developers, Business Analysts/Product Owners, Marketing Strategist and EPBC technical contractors.

External stakeholders – PSIs, BC Government Ministries, Provincial Hubs, Vendors.

Decision Making Authority 

Decisions generally affect their own job, procedures, and the department in which the employee works. Through the collaborative nature of EPBC, decisions may also impact the workflow or reputation of other departments. In some instances, decisions may impact stakeholders, though management supervision generally limits this position's impact on decisions.

Working Conditions

This position is expected to have the normal working conditions expected of a professional office role. EPBC is currently offering the option for a hybrid work environment, with a combination of remote and in-office work.

Additional working conditions include: 

• Evening and/or weekend work may be assigned, on occasion, in response to critical issues or in lieu of regularly scheduled weekday shifts

• Possible eye strain from the constant viewing of electronic displays (i.e. computer monitors) 

• Occasional travel may be required

Posting Information

Closing Date: This posting will remain open until the position is filled

Pay Range: $79,884 to $95,287 annually, commensurate with on experience

This is a full-time position based in Vancouver. EducationPlannerBC offers a hybrid working arrangement, which involves working in the office a minimum of 2 days per week and would require any candidates currently based outside of Vancouver, BC, to relocate to Vancouver, BC, if they were selected as the successful candidate.

To apply for this position, please send your CV to careers@educationplannerbc.ca

All qualified candidates are encouraged to apply, although only those eligible to work in Canada, at the time of application submission, will be considered.