Client Success Associate

Polaryn Solutions Inc.; Dartmouth; Hybrid; CAD 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive paid time off

RRSP matching program

Job summary

COVE in Dartmouth, NS seeks a Client Success Associate to deliver exceptional client experiences across onboarding, engagement, and services. You will coordinate client onboarding, manage communications, and support events, and CRM reporting to help drive occupancy and client satisfaction.

Responsibilities include building relationships with prospects and tenants, coordinating site tours, collecting feedback, and collaborating with internal teams to ensure a seamless client journey in a hybrid

Qualifications

• 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.

Responsibilities

• Develop and maintain positive relationships with prospective clients, clients, tenants, and site users to support client attraction, occupancy, engagement, satisfaction, and growth.
• Respond to inquiries from prospective clients and provide information regarding programs, services, facilities, and opportunities.
• Serve as the primary point of contact for client inquiries and service requests, ensuring timely and professional resolution or escalation of issues.
• Foster an inclusive and collaborative client community by facilitating networking, engagement, and knowledge-sharing opportunities.
• Gather client feedback and support continuous improvement initiatives to enhance the overall client experience.
• Coordinate onboarding and offboarding processes, ensuring clear understanding of policies, services, amenities, and site procedures.

Skills

Customer service

Relationship building

Organizational skills

CRM systems

Education

Bachelor's degree in Business Administration

Tools

HubSpot

Job description

Client Success Associate

COVE

Dartmouth, NS

COVE is a global technology partner advancing high-impact solutions from seabed to space. COVE transforms innovation into market-ready technologies through testing, commercialization support, market expertise and access to critical infrastructure. Leveraging its networks and mission-driven platform, COVE connects investors, innovators, industry, and the research community to drive cutting-edge capabilities for commercial and defence applications.

Based in Canada and operating internationally, COVE supports the full lifecycle of maritime and multi-domain technologies – from research and development to manufacturing, integration, and export – linking Canadian innovation to global markets. COVE has built a globally recognized innovation platform, with an ecosystem of more than 700 organizations spanning startups, multinational firms, researchers, Indigenous partners, and public sector collaborators.

Through its programs, facilities, and partnerships, COVE enables real-world testing and validation, strengthens supply chains, and accelerates technology adoption in complex operating environments. With strong connections across the North Atlantic, the United States, and the Arctic, and as part of international networks including NATO’s Defence Innovation Accelerator for the North Atlantic (DIANA), COVE plays a key role in advancing technologies that support economic growth, environmental sustainability, and global security.

As COVE experiences rapid expansion, it is actively seeking to expand its team to further bolster its transformational influence as a global technology partner in advancing high-impact solutions. COVE recognizes that its journey toward this goal hinges on the strength of its team – a group of individuals who collaborate, innovate, and continually strive for excellence. Join COVE as it embarks on this exciting journey of discovery and advancement.

The Opportunity

The Client Success Associate supports the delivery of an exceptional client experience for prospective clients, clients, tenants, and site users by providing coordination and administrative support for client engagement, community building activities, onboarding, communications, events, and client service processes

What You'll Do:

Working collaboratively across the organization, the Client Success Associate contributes to client attraction, client satisfaction, retention, occupancy goals, and community engagement by helping ensure the effective and efficient delivery of client services, through ongoing engagement and feedback collection, including client surveys.

• Develop and maintain positive relationships with prospective clients, clients, tenants, and site users to support client attraction, occupancy, engagement, satisfaction, and to support client’s business growth.
• Respond to inquiries from prospective clients and provide information regarding COVE programs, services, facilities, and opportunities.
• Serve as the primary point of contact for client inquiries and service requests, ensuring timely and professional resolution or escalation of issues.
• Foster an inclusive and collaborative client community by facilitating networking, engagement, and knowledge-sharing opportunities.
• Gather client feedback and support continuous improvement initiatives to enhance the overall client experience.
• Support client development and occupancy initiatives through introductory discussions, prospect follow-up, site tours, and coordination with internal stakeholders.
• Support initiatives that strengthen COVE's innovation community by connecting clients with programs, services, events, resources, and networking opportunities.
• Coordinate client onboarding and offboarding processes, ensuring clear understanding of COVE policies, services, amenities, and site procedures.
• Coordinate and conduct site tours, introductory meetings, and orientation sessions for prospective clients, tenants, visitors, and stakeholders.
• Coordinate and deliver client engagement activities, including workshops, networking events, information sessions, community-building initiatives, and other events.
• Collaborate with internal teams and external partners to support event planning, promotion, logistics, and execution.
• Maintain and update the customer relationship management (CRM) system by recording client interactions, communications, and follow-ups, ensuring data integrity, and producing and analyzing reports to support operational and corporate decision-making.
• Monitor client engagement metrics and prepare reports, summaries, and recommendations as required.
• Utilize client management systems, event registration tools, and related databases to support client service delivery.
• Coordinate and support client access to shared facilities, equipment, common amenities, coffee stations, kitchenettes, and other site resources.
• Provide administrative support for client services, including records management, communication coordination, and day to day site administration.
• Coordinate client-related logistics and service requests, working with internal teams to ensure timely resolution.
• Collaborate with operational and support teams to ensure a seamless client experience.
• Support COVE’s Occupational Health and Safety management system by maintaining awareness of policies, promoting safe work practices, and providing administrative support to the COVE Occupational Health and Safety committee.
• Recommend improvements to client experience processes, procedures, and service standards to enhance operational effectiveness and service quality.
• Ensure compliance with COVE’s policies and procedures, including human resources, safety, and operational standards.
• Take on additional responsibilities as required to support the success and growth of COVE’s programs and strategic initiatives.

What You Bring:

• 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 HubSpot is considered an asset.

Additional Assets:

• Experience in an innovation-focused environment or a technology sector

Working at COVE

At our core, we are a team driven by our passion for empowering marine tech innovators, serving as unwavering advocates for every visionary who walks through our doors. Integrity, creativity, and diversity are not just values to us - they are the bedrock of our identity. We thrive within an integrated team environment, where collective efforts culminate in tangible results. Embracing diversity in our workforce is paramount for fostering genuine collaboration and fulfilling the impactful responsibilities we hold within our community. We cultivate a workplace culture that celebrates individual differences, ensuring that each person's unique talents and strengths are fully recognized, appreciated, and utilized. Operating within a hybrid and flexible work environment allows us to optimize the collective potential of our highly collaborative team, enabling us to achieve the best possible outcomes.

Benefits:

• Opportunity to learn and make an impact by working for a dynamic, growing company on meaningful projects that find solutions to real-life problems.
• Comprehensive paid time off including vacation, personal sick time, and additional days for family illness or medical appointments.
• Hybrid work model with flexibility to work remotely 1 day/week.
• Team wide bonding activities and casual work environment.
• Tech focused office location, convenient via transit and bike paths.
• Employee wellbeing including full medical & dental benefits and a health spending account.
• Group RRSP matching program & Income Insurance Plans.
• Maternity & parental leave top-up allowance
• Learning and growth opportunities.
• Employee referral program.
• Competitive salary.

Talent Pool

As part of our ongoing recruitment efforts, we continually identify candidates who demonstrate the skills, experience, and potential to contribute to our organization. By submitting your application, you will be considered for current and future opportunities that match your qualifications and interests.

Should your profile align with our current or future needs, a member of our recruitment team may reach out to you to discuss potential opportunities and to further assess your fit for specific roles within our organization.

Don’t meet every single requirement? At COVE, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience does not align with every single qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We are committed to ensuring accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodation upon request.

We offer an excellent working environment where life balance is valued. Our people and their commitment to quality work is what drives our success.

You can find out more information about COVE at www.coveocean.com.

Salary for this position will be commensurate with experience, note that relocation costs are not supported.