Lai and Associates is a proud Tier 1 Microsoft Cloud Solutions provider focused on modern work solutions for various industries, offering licensing, cloud and custom IT solutions to Medical, Manufacturing, Military, Regional and Municipal clients in Canada and the United States.
Role Summary
We are seeking a highly organized and client-focused Customer Care & Information Coordinator to support the delivery of consistent, well-documented customer experiences across the client lifecycle, from onboarding through ongoing service coordination and follow-up.
In this role, you will act as a central point of coordination between clients and internal teams, ensuring that communication is clear, timely, and well documented. You will support reporting, meeting coordination, record keeping, and client feedback tracking to improve visibility, follow-up, and service consistency.
This position is ideal for someone who enjoys client coordination, documentation, and operational follow-through, and who thrives in a fast-paced, collaborative environment with a strong focus on accuracy, responsiveness, and reporting.
Key Responsibilities:
Customer Coordination & Communication
- Serve as a primary coordination contact for client communications related to projects, services, and ongoing support
- Coordinate onboarding activities, including kickoff meetings, information collection, and internal team alignment
- Manage routine client communication, including status updates, check-ins, meeting scheduling, and follow-ups
- Prepare client summaries, status reports, meeting notes, and standardized reporting materials using approved information and templates
Project & Operational Coordination
- Schedule and manage project status meetings, including agendas, minutes, and follow-up actions
- Track progress, risks, and dependencies, ensuring transparency across stakeholders
- Coordinate across Sales, IT, Operations, and Administrative teams to ensure smooth service delivery
- Support the transition of new clients from sales to onboarding and service delivery
Reporting & Documentation
- Maintain accurate records in CRM and internal systems (e.g., HubSpot, Microsoft 365, SharePoint)
- Prepare recurring reports such as:
- Client engagement and health updates
- Project summaries and status reports
- Partner and licensing reports
- Ensure all customer interactions and documentation are organized, consistent, and audit-ready
Customer Engagement & Retention
- Coordinate client feedback collection and satisfaction surveys
- Track engagement activities and report recurring themes, concerns, service gaps, and follow-up needs
- Support renewal preparation by tracking timelines, client follow-up requirements, and outstanding service issues for internal review
Communications & Digital Support
- Coordinate the preparation and distribution of approved client communications, including announcements, updates, and service notices
- Track and report client feedback on products, services, and communications, including recurring questions, concerns, and areas requiring follow-up
- Route communication, content, or publishing requests to the appropriate internal owners and track approvals and completion status
- Support client-facing engagement initiatives such as webinars and events through logistics, coordination, and post-event reporting
Webinars & Events Coordination
- Coordinate the planning and execution of client webinars and information sessions
- Manage attendee communications, registration tracking, meeting logistics, and follow-up administration
- Compile post-event feedback, attendance summaries, and action items for internal review
Partner & Licensing Support
- Maintain partner reporting records, documentation, and submission trackers
- Support licensing renewals through timeline tracking, documentation coordination, and related client communications
- Maintain approved templates and reference documentation for client-facing materials
Qualifications
- Post-secondary education in Communications, Business, Marketing, Information Management, or a related field
- 1-3 years experience in a client-facing coordination, customer success, or project coordination role
- Strong communication skills
- Experience working with digital tools such as: Microsoft 365 (Teams, SharePoint, Outlook) and CRM systems (e.g. HubSpot)
- Excellent organizational and time management skills
- Ability to manage multiple priorities and stakeholders simultaneously
- Detail-oriented with a strong focus on documentation and accuracy
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Pay: $17.20-$30.00 per hour
Work Location: Hybrid remote in Pickering, ON L1V 3P2
