Client Success Coordinator

Client Success Coordinator

Generis is proudly ranked on;

2025 - Canada’s Top Growing Companies - The Globe and Mail

2025 - The Americas’ Fastest-Growing Companies - Financial Times

2024 - Canada’s Top Growing Companies - The Globe and Mail

2020 - The Americas’ Fastest-Growing Companies - Financial Times

2020 - Growth List of Canada’s Fastest-Growing Companies - Canadian Business and Maclean’s

2020 - Canada’s Top Growing Companies - The Globe and Mail

2019 - Canada’s Top Growing Companies - The Globe and Mail

Check us out on socials!

Instagram: @generisgroup

Youtube: @generisgp1

www.generisgp.com

Who We Are:

Generis organizes and delivers industry leading B2B conferences allowing business leaders to discuss, learn and network. Our focus on transforming the way people connect has allowed us to work with exciting brands such as Amazon, Walmart, Microsoft, NASA, AstraZeneca, Pepsico and more! Join a diverse and energetic team, collaborating to produce world-class events. Enjoy a fast-paced work environment with exposure to many industries and opportunities for advancement!

The Role:

The Client Success Coordinator role is ideal for someone who has strong customer service skills and sales aptitude, who is eager to grow in a fast-paced, client-facing environment. This individual should be highly organized, communicative, and enthusiastic about delivering a best-in-class experience for our event attendees. Working under the guidance of the Senior Client Success Specialist and Head of Event Operations, the Client Success Coordinator plays a key role in supporting delegate engagement and satisfaction. This position focuses on the successful execution of outreach campaigns, pre-and post-event communication, and data tracking to ensure every delegate is prepared, informed, and supported throughout their event journey.

Office Location: 555 Richmond Street West, Toronto, ON

Working Environment: First six weeks will be 100% in office. Work-from-home flexibility up to 7 days each month following the initial six week training period.

Travel Requirement: All candidates must have the ability and willingness to travel to the USA up to 10x times a year to participate in our business summits

Working hours: Normal business hours are 8:30 a.m. to 5:00 p.m., Monday to Thursday, and 8:30 a.m. to 4:30 p.m. on Friday, with a one-hour lunch break between 12:00 p.m. and 2:00 p.m.

Key Responsibilities:

Administration & Client Communication (90%)

• Execute delegate call, email, and text campaigns to drive engagement and ensure timely completion of key deliverables (attendance confirmations, meeting preferences, replacements, etc.)
• Monitor individual delegate progress and flagging challenges such as missing information, duplicate registrations or companies, or lack of responsiveness.
• Coordinate and track meeting preferences to help achieve target meeting-to-delegate ratios
• Provide day-to-day support to the Client Success team in achieving KPIs such as securing 80% delegate meeting preferences, maintaining 18% delegate attrition, and ensuring 100% of meetings are made.
• Maintain accurate records and communication logs in our CRM (Salesforce).
• Conduct weekly audits to ensure data accuracy, flag duplicates, and provide recommendations to leadership.
• Act as a client concierge to delegates once their participation has been confirmed.
• Explain the processes delegates must complete prior to the event and guide them through these steps via phone, email, or text.
• Respond promptly to client inquiries and collect any additional information needed before the event.
• Identify process improvements and refine delegate management workflows to enhance efficiency and outcomes.
• Perform additional administrative duties as required.

Onsite Execution (10%)

• Travel between 2-12 events a year (US) to help deliver world-class business summits.
• Manage delegate check-in and registration, providing white-glove service and ensuring a premium experience.
• Manage event set-up efficiently (packing folders, creating name badges, auditing folders, signage set-up, etc.).
• Handle preference-calling and administrative tasks as required.
• Run Delegate/Sponsor 1-2-1 meetings, achieving 100% meetings made in section
• Oversee and troubleshoot delegate issues, maximizing attendee satisfaction.
• Monitor event KPIs in real time, ensuring delegate check-in and meeting-fulfillment rates are met through delegate communications such as no-show calls and texts.
• Conduct post-event feedback collection, gathering qualitative and quantitative insights to refine future event strategies.
• Develop and present post-event analytics and recommendations, providing leadership with data-driven insights to improve engagement strategies.

Skills Desired:

• 2+ years of customer service or sales experience, preferably in a B2B environment.
• Experience communicating with C-level executives and executive assistants in a professional setting.
• Thrive in a fast-paced environment, managing multiple priorities efficiently.
• Strong phone communication skills; able to execute multiple back-to-back calls effectively.
• Highly organized with excellent time management, capable of multitasking and meeting deadlines.
• Exceptional written and verbal communication skills, maintaining a professional and diplomatic tone.
• Tech-savvy; proficient in MS Word, Excel, WordPress, and Google Drive (CRM/Salesforce experience is an asset).
• Solutions-oriented under pressure; able to assess risks, troubleshoot issues, and adapt quickly.
• Take ownership of projects, following through to completion with minimal supervision.
• Strong problem-solving and process-improvement mindset, consistently identifying ways to enhance efficiency.
• Work well both independently and within a team, balancing collaboration with self-driven execution.

Daily Tasks May Include:

• Make a high volume of outbound calls while documenting all communications.
• Liaise with delegates and sponsors, collecting profiles, preferences, booth information, and other relevant details.
• Manage the event timeline and key deliverables.
• Communicate regularly throughout the day with the Event Operations Team and other departments as necessary.
• Ensure delegates and sponsors are prepared and excited for the event, with all necessary information provided.

The Package:

• Base salary with annual review periods for growth
• Annual bonus based on personal and company performance
• 10 days’ vacation + 5 paid personal days, and all business days between Dec 25th - Jan 1st are bonus paid holidays for all staff!
• Health Benefits after 3 months + annual health spend account
• Corporate discount for Goodlife gym membership and flexible lunch hour
• Incentives and opportunity for travel to attend our business summits
• Fast-track to the weekend with Friday’s ending at 4:30PM
• Tailored training and mentorship program curated by our events team.
• Monthly office socials featuring key announcements, employee awards, and social activities, plus festive company wide summer and winter parties each year.
• 15 paid vacation days per year, plus Holiday office closure from December 25 to January 1.

Generis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require assistance or an accommodation, please let us know.