Client Success Coordinator

About Generis

Generis is recognized as a leading organizer of industry-focused B2B conferences that bring together business leaders to connect, learn, and network. With accolades such as Canada’s Top Growing Companies and the Americas’ Fastest-Growing Companies, Generis collaborates with prominent organizations including Amazon, Walmart, Microsoft, NASA, AstraZeneca, and Pepsico. The company thrives in a dynamic, fast-moving environment offering varied industries exposure and career growth opportunities.

Role Overview

The Client Success Coordinator supports the delivery of exceptional experiences for event delegates through strong client communication, organization, and event execution. Reporting to the Senior Client Success Specialist and Head of Event Operations, this role acts as a pivotal link in managing delegate engagement before, during, and after events, ensuring smooth communication and delivery of key milestones.

Key Responsibilities

• Conduct outreach campaigns via calls, emails, and texts to confirm attendance, meeting preferences, and delegate information.
• Track delegate progress, detect issues such as duplicate registrations or missing data, and maintain accurate CRM records.
• Coordinate meeting preferences to meet set targets and support achieving KPIs related to delegate engagement and attrition.
• Provide concierge-level support guiding delegates through event preparation steps and responding promptly to queries.
• Identify and implement process improvements to enhance delegate management efficiency.
• Travel to 2-12 US events annually to manage on-site delegate registration, set-up, meetings facilitation, and real-time issue resolution.
• Gather and analyze post-event feedback to offer actionable recommendations for improving future events.

Desired Skills & Experience

• Minimum two years’ experience in customer service or sales, ideally within a B2B environment.
• Proven communication skills with C-level executives and executives' assistants.
• Ability to thrive in high-paced, multitasking environments with excellent time and priority management.
• Strong verbal and written communication abilities with a professional demeanor.
• Technical proficiency in MS Word, Excel, Google Drive, WordPress; prior CRM experience (Salesforce preferred).
• Problem solver with a solutions-oriented attitude and ability to own responsibilities independently or in team settings.

Typical Daily Activities

• Make numerous calls to delegates while recording interactions.
• Work closely with sponsors and delegates to collect and update relevant profile or event information.
• Manage event schedules and deadlines collaboratively across departments.
• Ensure participants receive required material and feel prepared and engaged leading up to events.

Work Environment & Conditions

Location: 555 Richmond Street West, Toronto, ON. The initial six weeks require full-time office attendance. Post-training, flexible work-from-home up to seven days per month is permitted. Candidates must be open to traveling up to 10 times annually to US summit events. Standard business hours are Monday to Thursday, 8:30 a.m.–5:00 p.m., and Friday until 4:30 p.m., including a one-hour lunch break.

Compensation & Benefits

• Competitive base salary with annual reviews.
• Annual performance-based bonus.
• Paid time off including 15 vacation days, 5 personal days, and a business closure during December 25–January 1.
• Health benefits starting after 3 months with an annual health spending account.
• Corporate discounts such as Goodlife gym membership and flexible lunch hours.
• Opportunities and incentives to travel for business summits.
• Shorter Fridays ending by 4:30 p.m.
• Customized training and mentorship programs.
• Monthly office social events and major seasonal company parties.

Diversity & Inclusion

Generis is committed to fostering a diverse and inclusive workplace, encouraging applicants from all backgrounds and providing accommodations upon request.