Training and Client Success Coordinator

We are hiring a Full Time Training and Client Success Coordinator to support our growing team. The Training and Client Success Coordinator is the catalyst in the office, providing administrative and coordination support to the office team at IncrementOne, supporting the team in 4 areas: Training, Client Success, CRM and Marketing.

To be successful in the role, the incumbent should have a degree or Diploma in Business Administration or equivalent, with 2-3 years' experience in an administrative and coordinator role. The incumbent should be technically savvy with strong MS Office suite skills. Experience with Adobe software, Mural and a CRM software would be an asset.

The successful candidate will lead by example with a detailed eye, reliable presence, and a trustworthy self. If your want your day-to-day work to have a real meaningful impact on your entire team, then this role is for you!

Public & Private Training: Our trainings are the lifeblood of our organization, often the first experience working with IncrementOne; a shop window into what we offer our clients.

• Be responsive to customer enquiries. Monitor and administer email inboxes
• Coordinate and run public and private trainings to maximize the experience for our attendees and allow our trainers to excel.
• Liaise with internal and external stakeholders by preparing survey links for pre-course, and exporting survey results for post-course; and update and send pre- and post-course emails, while ensuring pre-course and class materials have been completed and customized
• Responsible for the analysis and reporting of profit/loss for training business provided by IncrementOne

Client Success:

• Manage schedules and communications, including the updating and management of the Booked Calendar, and the set up and support function of the MS Teams-Teams Channel and Members
• Provide client support by creating and managing attendees list for clients
• Create proposal PPT for consultants, while ensuring accurate and on-time delivery
• Administration of the Corporate Discount Program, which includes registering attendees in Eventbrite; adding registered attendees names to the corporate tracking sheet; preparing a monthly summary of ticket usages and sending lists to clients.

Customer Data Entry: We are customer-centric and continually improve our offering based on data. In order for this to work we need comprehensive and clean data.

• Upload public and private training attendees to the CRM, while optimizing and analyzing key indicators on a regular basis
• Responsible for the maintenance of the CRM which includes addressing inquiries and questions; verification of client accounts and industries; and manual additions to the CRM when needed
• Explore training analytics for opportunities to improve the experience. This includes understanding and continually improving the training customer journey and analysis and sharing of training feedback survey (SurveyMonkey) results.

Marketing:

• Review and edit external corporate and marketing materials to ensure adherence to IncrementOne corporate identity and branding
• Fulfill requests for marketing collateral and supplies as required for trainings, workshops and marketing events
• Support strategic sponsorship activities, by managing and organizing sponsors
• SEO optimization of Training pages (with direction from marketing) to keep training event content on 3rd party pages

• Degree or Diploma in Business Administration or equivalent
• 2-3 years of experience in a similar role
• Technically savvy with strong skills in MS Office suite (experience with Adobe Pro, Mural and a CRM software an asset)
• Strong communication skills: both oral and written
• Understanding of the client’s journey and how to win hearts and minds at all touchpoints
• Strong administration and coordination skill set
• Data driven with strong analytical skills. Excel ninjas get extra credit
• Strong time management, prioritization and organization skills
• Laser focused attention to detail
• Exceptional customer service skills, with the ability to troubleshoot problems before they occur
• Team player with a capacity to build trustworthy relationships with both internal and external stakeholders
• Ability to attend local conferences and events as needed, on an infrequent basis

IncrementOne provides competitive compensation, comprehensive Group Benefits Program, Healthcare Spending Account, EAP, Group RRSP matching plan, generous Professional Development fund, lucrative vacation policy, flexible work arrangements and monthly birthday celebrations (there’s cake!).