Client Experience Coordinator, Accelerator

About the role

Investottawabayviewyards is seeking a Client Experience Coordinator to join its Accelerator team in Ottawa, Ontario. This full-time position centers on delivering reliable, high-quality support to startup participants and external partners who engage with the accelerator program. The coordinator acts as a primary point of contact for clients, handling day-to-day interactions and helping to address questions or concerns before they escalate. This role is essential to maintaining the trust and satisfaction of program participants, ensuring that every touchpoint reflects the accelerator's commitment to responsive, professional service.

Key facts

What you'll do

• Serve as the main liaison between accelerator participants and internal teams across the organization, ensuring smooth communication at every stage.
• Coordinate onboarding sessions for new clients entering the accelerator program, verifying that all required documentation and introductions are completed.
• Track client feedback systematically and compile detailed reports to identify trends in satisfaction and overall service quality over time.
• Schedule and organize meetings, workshops, and regular check-ins between clients and program mentors to keep engagements on track.
• Maintain an up-to-date database of client profiles, engagement histories, and program milestones so that information is always accessible.
• Respond to client inquiries promptly and escalate complex or sensitive issues to the appropriate team leads for resolution.
• Support the planning and execution of accelerator events, demo days, and networking sessions that connect participants with investors and peers.
• Collaborate with marketing and communications staff to prepare client-facing materials, newsletters, and program updates for distribution.
• Monitor client progress against established program milestones and flag any delays, risks, or concerns to management in a timely way.
• Assist in the development and refinement of client-facing documentation, guides, and FAQ resources that improve the overall participant experience.

Requirements

• Demonstrated experience in a client-facing, coordination, or program support role, preferably within a startup or accelerator environment.
• Strong organizational skills with the proven ability to manage multiple client accounts and competing deadlines at the same time.
• Excellent written and verbal communication abilities, with a high degree of comfort when interacting with diverse external and internal stakeholders.
• Proficiency with standard office productivity tools and basic data management applications for day-to-day operational tasks.
• A demonstrated ability to work independently, take initiative, and remain accountable to team objectives without constant supervision.
• A post-secondary degree or diploma in business administration, communications, or a related field from an accredited institution.
• Familiarity with startup ecosystems or technology acceleration programs is considered an asset and will be viewed favorably.
• Willingness to work on-site in Ottawa, Ontario for the full duration of the employment engagement.

Nice to have

• Prior experience working with early-stage startups or venture-backed companies in a support or coordination capacity.
• Knowledge of customer relationship management platforms and hands-on experience entering or querying data within those systems.
• Background in event planning or community building within an innovation, technology, or entrepreneurship context.
• Bilingual capability in English and French, reflecting the Ottawa region's bilingual character and client base.

Skills & tools

• Client relationship management and active listening techniques to understand participant needs accurately and respond appropriately.
• Calendar and scheduling software for coordinating meetings across multiple time zones and diverse stakeholder groups.
• Spreadsheet and database applications for tracking client information, engagement metrics, and program performance data.
• Presentation and document creation tools for preparing professional client-facing reports, decks, and reference materials.
• Communication platforms for managing email threads, team messaging channels, and virtual meeting links efficiently.
• Basic project management methods and frameworks for organizing workflows, setting priorities, and tracking task completion.

Practical notes

• This is a full-time, on-site position based in Ottawa, Ontario, with no remote or hybrid work arrangement indicated in the listing.
• The role reports to the Accelerator team lead and works closely with cross-functional program staff across multiple departments.
• Candidates should expect to attend regular team meetings and occasional evening or weekend events tied to program activities.
• The hiring process may include a written assessment, a reference check, and one or more interviews with members of the Accelerator team.