Client Success Associate

• Support delivery of an exceptional client experience for prospective clients, clients, tenants, and site users.
• Provide coordination and administrative support for client engagement, community-building activities, onboarding, communications, events, and client service processes.
• Develop and maintain relationships with prospective clients, clients, tenants, and site users.
• Respond to inquiries and provide information about COVE programs, services, facilities, and opportunities.
• Serve as the primary contact for client inquiries and service requests, resolving or escalating issues.
• Facilitate networking, engagement, and knowledge-sharing opportunities.
• Gather client feedback and support continuous improvement initiatives.
• Support client development and occupancy initiatives through introductory discussions, prospect follow-up, site tours, and stakeholder coordination.
• Coordinate client onboarding and offboarding, including policies, services, amenities, and site procedures.
• Coordinate and conduct site tours, introductory meetings, and orientation sessions.
• Coordinate and deliver workshops, networking events, information sessions, community-building initiatives, and other events.
• Collaborate with internal teams and external partners on event planning, promotion, logistics, and execution.
• Maintain the CRM system, record interactions and follow-ups, ensure data integrity, and produce and analyze reports.
• Monitor client engagement metrics and prepare reports, summaries, and recommendations.
• Use client management systems, event registration tools, and related databases.
• Coordinate client access to shared facilities, equipment, amenities, coffee stations, kitchenettes, and other site resources.
• Provide administrative support for client services, records management, communications, and day-to-day site administration.
• Coordinate client-related logistics and service requests for timely resolution.
• Support COVE’s Occupational Health and Safety management system and committee.
• Recommend improvements to client experience processes, procedures, and service standards.
• Ensure compliance with COVE policies and procedures, including human resources, safety, and operational standards.
• Take on additional responsibilities supporting COVE programs and strategic initiatives.

• Bachelor's degree or diploma in Business Administration or a related field.
• Minimum of 3 years’ experience in customer experience, tenant or membership management, client relations, hospitality, or a related field.
• Strong customer service orientation and commitment to delivering an exceptional client experience.
• Proven ability to develop and maintain strong working relationships with clients, demonstrating excellent client-facing and interpersonal skills.
• Highly motivated, analytical, and detail-oriented, with the ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Demonstrated initiative, sound judgment, a strong work ethic, and the ability to identify and proactively mitigate risks.
• Strong team player with excellent organizational planning and time management skills.
• Ability to handle confidential and sensitive information with discretion and professionalism.
• Demonstrated exceptional organizational, verbal, and written communication skills, with poise and professionalism to client interactions.
• Advanced digital proficiency, including Microsoft Office Suite (Word, Excel, PowerPoint), with the ability to learn new processes and systems quickly.
• Experience managing CRM systems is required, including reporting features; experience with Hub Spot is considered an asset.
• Experience in an innovation-focused environment or a technology sector is an additional asset.
• Relocation costs are not supported.

Demonstrates strong client relationship management and exceptional customer service skills, with a focus on client engagement, onboarding, and continuous improvement initiatives. Proficient in CRM systems and advanced digital tools, ensuring effective communication and coordination across various client services.

• Client Relationship Management
• Customer Service Orientation
• CRM System Management
• Event Coordination
• Organizational Planning

• Client Engagement
• Onboarding Coordination
• Data Analysis
• Reporting
• Event Planning

• Interpersonal Skills
• Communication Skills
• Detail-Oriented
• Time Management
• Team Collaboration

• Bachelor's Degree in Business Administration