CLIENT EXPERIENCE COORDINATOR (FTE)
INVEST OTTAWA – VENTURE DEVELOPMENT

The Client Experience Coordinator, Flex Program is responsible for ensuring startups participating in the IO Flex program receive the guidance and support needed to maximize their growth. This role oversees a large portfolio of companies - predominantly pre-revenue or early-stage revenue - who benefit from a more self-serve, ad hoc support model, complemented by proactive outreach to ensure continued progress. By building strong relationships with founders, the Client Experience Coordinator develops an understanding of each company’s goals and challenges, and connects them with the appropriate programs, services, and resources across the Invest Ottawa ecosystem.

Reporting to the Senior Manager, Early-Stage Programs, the Client Experience Coordinator is the primary point of contact for Flex founders and helps foster a dynamic, supportive entrepreneurial environment. The role contributes to program culture, event coordination, and continuous improvement of programming and engagement. With a strong focus on customer success and a founder-first mindset, this individual delivers a high-quality experience across a high-volume portfolio while supporting internal coordination and program enhancements.

Work Model: 10 days per month required in-office at Bayview Yards and Area X.O
Corporate Pay Band C: $54,400 - $81,600

Hiring Salary Range: $54,400 - 61,200

Reason for Opening: Backfilling a position.

WHAT YOU WILL BE DOING

• Deliver a high-quality client experience for IO Flex companies from onboarding through program participation

• Act as a primary point of contact, ensuring timely follow-ups, clear communication, and consistent engagement across a large portfolio

• Connect clients to advisors, startup perks, capital services, IP services, market insights, and relevant ecosystem resources

• Coordinate and execute program events and workshops, including communications, registration, logistics, and on-site support

• Monitor client progress and proactively refer eligible companies to growth-stage programs and advanced supports

• Proactively identify opportunities to engage high-growth companies through tailored check-ins, recommendations, and introductions

• Identify process improvements to enhance efficiency and the overall client journey

• Make programming and event recommendations to Venture leadership based on client surveys, observations and client conversations

• Maintain accurate and up-to-date client records, progress tracking, and key metrics in Microsoft Dynamics

• Manage relationships with key stakeholders in the Ottawa entrepreneurial ecosystem

• Represent the Venture team at community events

• Provide flexible, team-oriented support across Venture programs as needed
  

DESIRED SKILLS & EXPERIENCE:

• 1–2 years of experience in customer success, account coordination, program delivery, or a similar client-facing role

• Experience in or exposure to the startup or innovation ecosystem (startup, accelerator, incubator, or investment environment)

• Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining responsiveness

• Excellent written and verbal communication skills

• Comfortable speaking and presenting in front of groups of varying sizes

• Attention to detail with a strong willingness to learn

• Self-motivated with the ability to take initiative and follow through independently

• Experience leveraging AI tools to enhance productivity and support decision-making.

Do you have some of these skills but maybe not all? We still encourage you to apply as we would love to review your unique application and learn more about you!

At Invest Ottawa and Bayview Yards, we know that diversity, inclusion and a sense of belongingness are critical success factors for globally competitive organizations and are required to drive sustainable wealth creation and prosperity across our region. We prioritize the creation of an inclusive culture and infuse diversity into our programs, operations and governance. As an equal opportunity employer that doesn’t simply accept difference but celebrates, support and thrives because of it, we invite all qualified candidates to apply, and especially encourage those who identify as members of underrepresented groups.

Invest Ottawa and Bayview Yards are determined to provide a barrier-free work environment, starting with the hiring process. If you require accommodation during any phase of the evaluation process, please contact hr@investottawa.ca to request specialized accommodation. Do know, all information received in relation to accommodation will be kept confidential. At Invest Ottawa and Bayview Yards, we are focused on doing better and committed to leading by example because it’s what’s best for us, our culture and our community.

We may use AI-enabled tools during the recruitment process, including for interview note-taking and assessment support, to help our team stay present and engaged throughout interviews. These tools do not independently screen, assess, or select applicants, and all hiring decisions are made by people. We welcome inquiries about AI use and/or requests for accommodations at any stage of the hiring process. Personal information (including recordings, transcripts, summaries, and assessment-related materials) is safeguarded in accordance with our privacy policy and applicable Ontario privacy legislation.