Client Experience Lead, ScaleUp

CLIENT EXPERIENCE LEAD SCALEUP PROGRAM (FTE)
INVEST OTTAWA VENTURE DEVELOPMENT

TheClient Experience LeadScaleUpProgramis responsible forensuring companiesparticipatingin theIO ScaleUp programreceive the guidance and support needed to succeed as they scale. The role oversees a portfolio of 60 high-growth technology companies guiding them from onboarding through program completion. By building strong relationships with founders and executive teams the Client Experience Lead develops a deep understanding of each companys priorities and challenges and connects them with the right servicesresources and connectionsacross the Invest Ottawa ecosystem.

Reporting to the Director Venture Programs the Client Experience Lead works closely with internal teams advisors and other stakeholders to ensure a seamless client experience. The role also contributes to the continuous improvement of the program by identifyingand executing opportunities for enhancement while supporting internal data tracking reporting and KPI requirements.

Work Model: 10 daysper month required in-office at Bayview YardsandArea X.O
Corporate Pay Band C: $63200- $94800

Hiring Salary Range: $65000 - $79000

Reason for Opening:Backfillinga position.

WHAT YOU WILL BE DOING

Client Management & Support

• Oversee a portfolio ofScaleUpcompanies guiding them from onboarding through program completion and ensuring they maximize value from Invest Ottawas services.

• Build strong relationships with founders and executive leadership teams to understand company priorities challenges and growth opportunities.

• Proactively troubleshoot client challenges and connect companies with theappropriate InvestOttawa services advisors and resources.

• Coordinate advisor engagement with client companies including preparing briefing materialsorganizingstrategysessions and documenting key insights and follow-ups.

• Represent the Venture Programs team at ecosystem events andmaintain relationships with key stakeholders in the Ottawa innovation community.
  

Program Delivery & Enhancements

• Support the delivery of the IOScaleUpprogram including planning and coordinatingScaleUp-exclusive initiatives such as roundtables and advisory sessions.

• Oversee and maintainScaleUpprogram materials including onboarding decks program documentation and client-facing resources to ensure theyremaincurrent and effective.

• Provide strategic input on how other service lines can evolve and enhance their offerings to better align with organizational goals and client needs.

• Identifyand recruit companies that wouldbenefitfromparticipatingintheScaleUpprogram.

• Gather feedback from clients advisors and stakeholders to recommend and implement program enhancements that improve the client experience and program impact.
  

Data & Reporting

• Maintainaccurateclient information engagement records and key metrics within the CRM.

• Support the collection and analysis of data to track engagement outcomes and program effectiveness.

• Contribute to internal reportingforfunders including compiling data preparing summaries and supporting KPI tracking.

• Prepare materials and presentations for internal meetings advisor engagements and program reviews.

WHAT YOU HAVE ACCOMPLISHED/GAINED THROUGHOUT YOURCAREER:

• Over3yearsof experience inaccountmanagementprogram managementcustomersuccessor a similar client-facing role.

• Experience working in the technology startup ecosystem such as at a startup scaleup accelerator orinvestmentorganization.

• Experience engaging with executive leadership teams with the ability to build trust communicate with executive presence and navigate complex high-stakes conversations.

• Strong organizational and time management skills with the ability to manage multiple priorities whilemaintaininga high levelof responsiveness.

• Excellent communication problem-solving and critical thinking skills with sound judgment when addressing client needs and challenges.

• Experience using CRM systems dashboards and/ordata analysis toolsto track client engagement and program activity.

• ExperienceleveragingAI 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 applicationand 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 doesnt 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 contactto 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 its whats best for us our culture and our community.

We may use an AIenabled assistant to take notes during our recruitment process to help our team stay present and engaged during interviews. The tool does not 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 and summaries) is safeguarded in line with our privacy policy and applicable Ontario privacy legislation.