PROGRAM DATA MANAGER

Accelerator Centre•Waterloo, ON

2d•CA$66,087 - CA$82,609

About The Position

Reporting to the Director, Founder Experience, the Program Data Manager plays a critical role in delivering our award-winning programming. The Program Data Manager will need to balance their time and priorities between delivering client-facing programming and managing the Programs team data and reporting.

Requirements

Minimum 4-7 years of experience providing exceptional customer service for clients, leading programs and/or sales in a customer-focused industry.
3+ years experience in program operations, data management, or project coordination (preferably in a startup or accelerator environment).
Strong proficiency with CRM platforms (e.g., HubSpot) and form/survey tools (e.g., Typeform, HubSpot, Google Forms).
Proficiency with data visualization and reporting tools (e.g. Excel, PowerBI, etc.).
Excellent verbal and written communication skills (English).
Conducts business in a professional manner, leading by example with a positive attitude.
Excellent organizational, trouble-shooting, and interpersonal skills.
Exceptional organizational skills with strong attention to detail.
Comfort with managing multiple complex projects with overlapping timelines.
A confident self-starter that can work under minimal supervision and can juggle multiple projects and priorities and get the job done with pride.
Thrilled by seeing results, metrics, and exceeding expectations.
Applicants must be legally authorized to work in Canada.

Nice To Haves

Prior startup experience.
Understanding of basic business needs of a company.
Used HubSpot or similar CRM platforms.
Experience using Learning Management Systems.
Successful sales experience.
A post-secondary education and/or significant experience related to business acceleration and management.
Speak more than one language.

Responsibilities

Manage and oversee the application and intake process for multiple AC programs.
Personally select the clients and work with partners, mentors, and staff to deliver a top-notch, high-quality experience for all founder organizations within our unique community.
Responsible for all onboarding & continuous care of clients (from application review, interview, contract execution, collection of onboarding documentation, learning pathway and metrics collection, to exit).
Support multi-program design and planning.
Responsible for program participation, progression, and client progress through programs.
Work with Founder Experience Coordinator/Specialists to ensure clients are well looked after and receiving support as needed to grow and thrive.
Responsible for the metrics collection updates and reporting required for government funded programs.
Ensure warm introductions are happening between clients & various partners (PSP)s.
Responsible for managing mentor communication and interactions with clients and ensuring meetings are of value to the client and tracked accordingly in CRM.
Participate in and lead mentor meetings, training sessions and/or multi-stakeholder sessions, with confidence and purpose.
Train mentors/team on new systems and processes as applicable to the role.
Design and implement new processes to improve program efficiency, client experience, outcomes, and to add value to the client experience.
Manage the offboarding experience by suggesting continuation options or handing off to another partner program.
Communicate effectively, speaking confidently about all AC programming. Suggest program solutions both internally and externally by understanding the local support ecosystem and referring clients to other programs and opportunities as appropriate.
Understand client needs and be the voice of the clients at team meetings and externally, when at various tradeshows, and industry meetings.
Works closely with full programs team to execute on program deliverables and exceed both client and founder expectations.
Gathers feedback, data, and industry insights to build and make decisions on programming.
Develop processes and enhance programs to support founder needs.
Attend industry tradeshows and workshops (virtually and in-person) to actively seek out exciting new clients and potential Preferred Service Provider (PSP) opportunities to build value for existing clients.
Proactively meet with clients and partners to seek out opportunities to strengthen the AC founder experience.
Use the CRM to effectively track all communication, data and engagement with clients, mentors, partners, and leads.
Work closely with the Manager, Founder Experience.
Build and maintain accurate records of founders across all programs using our CRM.
Own the development and management of all applications, surveys, and data collection tools.
Ensure seamless tracking of client progress, mentor hours, founder feedback, and outcomes of surveys.
Maintain up-to-date, centralized data repositories accessible to the team.
From time to time, communicate and present key data at staff meetings and/or to the executive team, as appropriate.
Monitor workflows, forms, and automation in HubSpot to optimize data collection and quality.
Train staff on HubSpot data protocols and support CRM usage across departments.
Own our government reporting process, ensuring program data is submitted in compliance with reporting standards and required timelines.
Coordinate with program managers and finance teams to reconcile reporting requirements with operational data.
Design and deliver professional-quality reports and dashboards using data visualization tools (e.g. PowerBI).
Visualize KPIs, program outcomes, client engagement metrics, and operational performance indicators.
Prepare high-level insights for the executive team and stakeholders.
Fulfill data requirements for government and grant reporting.
Continuously improve reporting processes and data accuracy.
Communicate with the team and plan for heavy reporting periods with ample notice.