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Coordinator, Client Services (Bilingual)

Coordinator, Client Services (Bilingual)
About the Opportunity

Do you like interacting with people, trying to understand and provide solutions to their needs? Would you enjoy helping nonprofit and business leaders access services that can strengthen their organizations and communities? Does the idea of working fully remotely as part of a team of passionate, creative, and caring people appeal to you? If so, we would be thrilled to have you join our team as our Coordinator, Client Services (Bilingual) position. 

In this bilingual client success and program support position, you will play a critical front-line role helping charity, nonprofit, and business leaders understand and access Imagine Canada services and resources aligned to their needs in both English and French. In many cases, you’ll be able to answer their questions directly based on your broad understanding of Imagine Canada’s offerings. In other cases, you will seek out and connect them to the right person on our team. 

You will be the first point of contact for many of our clients, setting the tone for their experience with our organization. Your prompt and precise support for their sales and service inquiries, detailed maintenance of relationship records in our CRM, and a keen eye for service improvement opportunities will help us earn our clients’ long-term trust and loyalty.

You will also help our teams deliver vital aspects of their programming through meeting and event coordination, communicating with volunteers, and preparing documents such as invoices and service agreements.

Your work will span several program areas with an initial focus of 60% Standards Program, 20% Grant Connect, 15% Caring Company Certification, and 5% general inquiries. This mix will evolve as our operations progress alongside your interests and skills.


Key Responsibilities and Activities

Reporting to the Senior Manager, Standards Program, the Coordinator, Client Success (Bilingual) will:

  • Provide exceptional bilingual front-line sales and service support to prospective and existing clients of the Standards Program, Grant Connect, and the Caring Company Certification, helping them identify and access these services and other Imagine Canada resources aligned to their needs. 
  • Maintain timely, accurate, and detailed account and contact records in our CRM systems that enable teams to deliver programs effectively and build long-term relationships with clients. 
  • Coordinate registration, payment, and renewal processes for the Standards Program and Caring Company Certification. 
  • Provision and provide hands-on technical support for clients needing to access our online program platforms (e.g., application systems for Standards Program and Caring Company participants, Grant Connect’s fundraising research database).
  • Support the Standards Program’s monthly compliance process, including communication with participants.
  • Support the Standards Program and Caring Company team in communicating feedback to French-speaking organizations on their applications.
  • Coordinate events and meetings, such as Standards Council and Committee meetings, including scheduling, invitations, minute-taking, and follow-up.
  • Provide general administrative support as required such as preparing letters and invoices and simple updates to program webpages. 
  • Develop and maintain relevant general sales and service knowledge related to the programs in their portfolio. 
  • Proactively identify opportunities for continuous improvement to policies, processes, tools, and technologies for delivering exceptional client experiences at Imagine.


Desired Knowledge and Skills
  • Complete command of both French and English (reading, written and verbal). Language skills will be tested during the interview process. We are seeking candidates with complete fluency.
  • Interest in and natural capacity to meet new and different people on a day-to-day basis, quickly establish trust and rapport, understand and respond to their needs, while representing Imagine Canada in a warm, friendly, and enthusiastic manner.
  • Strong information synthesis and communication skills, able to tailor messages to diverse stakeholder groups using email, phone, and other channels. 
  • Naturally conscientious and detail-oriented, able to follow as well as suggest improvements to existing policies and procedures.  
  • Capable of working well independently and as part of multiple teams in a fast-paced, remote work environment, with the ability to shift between tasks quickly and maintain strong sense of urgency.
  • Must be a self-starter with excellent self-management skills, including time management and task prioritization, with the ability to proactively identify, problem solve or seek support in removing obstacles to achieving desired results (e.g., standards of quality, deadlines).
  • Awareness of, and ability to understand the nuances around, issues surrounding nonprofit organizations
  • Excellent problem-solving ability with sound judgment and discretion.
  • Drive and desire to learn and grow knowledge and skills, with a high degree of comfort working with new technologies.


You'll stand out of you have...
  • An active interest in learning more about the environment in which Canadian charities and nonprofits operate, and a desire to make a positive difference in this space.
  • Experience in a B2B sales or service role or environment
  • Experience with Salesforce or other CRM systems
  • Experience with accreditation programs and processes
  • Previous experience working or volunteering for charities, nonprofits or other social good organizations.


What We Offer 
  • Be part of a growing national organization in a collegial environment with a smart group of dedicated staff and volunteers
  • Attractive and competitive compensation and benefits package, including professional development and work-from-home budget
  • A remote work environment* with flexible hours and approach to work
  • Opportunity to learn and apply leading practices and emerging trends in the charitable sector
  • Leadership is forward-thinking, entrepreneurial, collaborative and supportive, operating in an environment of integrity and collective commitment to achieving meaningful long-term goals

* Remote work is the norm, but we hold regular in-person staff retreats (and possibly other meetings depending on the role) that are are subject to compliance with our Vaccination Policy.


About Imagine Canada

We're a national, bilingual charity that works with and on behalf of Canada's charities, nonprofits, and social entrepreneurs to create an operating environment in which social good can thrive. We believe in a stronger Canada where charities and nonprofits work together, alongside business and government, to build vibrant, prosperous and sustainable communities. Established in 2005, our team of over 30 full-time staff works remotely from cities and towns across Canada.

Our Staff Values

Imagine Canada offers meaningful opportunities to make an impact in Canadian communities. We are currently actioning an anti-racism and anti-oppression roadmap that embeds equity into our processes, human resources, and mission area programs. We are committed to fostering a culture that exemplifies our employee values:

  • Accountability:  We are mindful of our responsibilities to each other, and make commitments and decisions grounded in trust, transparency, and integrity.
  • Care:  We cultivate a flexible and compassionate work environment that recognizes the whole personhood of each individual.
  • Courage:  We dare to ask challenging questions, to take risks in the spirit of creativity and innovation, and to be open to continuous learning, growth, and change.
  • Drive:  We are dedicated to, and find purpose in, producing high-quality work that positively impacts our sector and our communities.
  • Inclusivity:  We ground all aspects of our work in mutual respect, empathy, humility, and unshakable commitments to equity and anti-racism.
  • Teamwork:  We support, inspire, and celebrate each other through active collaboration, proactive communication, and expressions of fun and joy.


Terms & Conditions 
  • Terms of Employment: This is a full-time permanent staff position 
  • Annual Salary Range: $56,700 - 68,000, in addition to health/dental benefits and Group RRSP
  • Location: Anywhere in Canada with a reliable internet connection.
  • Work hours:  Normally 35 hours per week. Flexible working hours to accommodate personal and family commitments. 
  • Application deadline: 11:59pm EDT on Friday, Oct 14th, 2022. Note that interviews will be conducted as qualified applicants are identified, so please don’t wait to apply. This job posting will remain published until the position has been filled. 


How to Apply

Feel like you can’t tick all the boxes above? If you have some of the skills and experience that we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply!

Imagine Canada, as a national organization representing a diverse sector, has embarked on an anti-racism organizational change process and is committed to diversifying its team. We particularly encourage applications from Black people, Indigenous people, and people of colour, people with disabilities, members of the LGBTQ2+ community and those with varied areas of expertise and lived experiences. Accommodations are available upon request for candidates taking part in all aspects of the selection process.