WHO ARE WE?
Oliver is a data and CX product company modernizing how group benefits and pensions are managed across North America.
Our intelligent platform empowers unions, trust funds, employers, and members to administer benefits with greater transparency, accuracy, and control. We work with brokers, TPAs, MGAs, insurers, and consultants to power smarter administration, automation, and user experiences.
Oliver is redefining the benefits experience — and we’re looking for educators, communicators, and product champions to join the journey.
YOUR ROLE
As a Client Delivery Coordinator, you’ll be the operational anchor that keeps our client engagements running smoothly. You’ll support the Client Delivery Manager across daily operations, project coordination, ticket management, and client communications.
You’ll play a client-facing role — acting as the first point of contact for routine inquiries, supporting rollout coordination, and helping clients navigate Oliver’s platform and products. Your strong understanding of our solutions will enable you to contribute to client satisfaction, adoption, and long-term growth.
This role is perfect for someone who’s detail-oriented, organized, and eager to grow into a client management or product delivery role over time.
YOUR IMPACT
Client Delivery & Engagement
- Serve as a first-line contact for client inquiries, updates, and coordination activities.
- Support Client Delivery Managers in preparing and delivering client communications, status updates, and meeting materials.
- Help ensure projects, rollouts, and support tickets are executed on time, within scope, and aligned with client expectations.
- Build familiarity with each client’s business and use that knowledge to anticipate needs and improve delivery outcomes.
Ticket & Issue Management
- Triage, categorize, and assign incoming tickets accurately based on urgency and complexity.
- Escalate technical or high-impact issues to appropriate teams while maintaining client communication.
- Track ticket progress and resolution SLAs, ensuring timely follow-up and closure.
Operational & Administrative Support
- Maintain project trackers, dashboards, and documentation for delivery accuracy and transparency.
- Assist with invoicing, reporting, and data entry to support account and operational management.
- Prepare and distribute weekly performance summaries and delivery reports for internal stakeholders.
Product Knowledge & Enablement
- Develop working knowledge of the Oliver platform and product suite.
- Help clients understand new features and functionality, supporting adoption and training initiatives.
- Gather client feedback on product usage and share insights with Product and Delivery teams.
- Participate in internal product demos and release readiness sessions to stay current on platform capabilities.
Growth & Revenue Support
- Identify and surface upsell or cross-sell signals to the Client Delivery Manager (e.g., feature requests or expansion needs).
- Contribute to Quarterly Business Reviews (QBRs) by gathering performance data and client outcomes.
- Track renewal and satisfaction metrics, helping to ensure retention and account health.
Cross-Functional Coordination
- Act as a liaison between Client Delivery, Product, and Support teams to ensure issues and updates flow efficiently.
- Follow up on dependencies and action items to maintain delivery momentum.
- Consolidate feedback and input into structured reports that inform leadership decision-making.
CAREER GROWTH & DEVELOPMENT
This role is a foundation for long-term growth within Client Experience & Delivery or Product Operations. Potential progression includes:
- Client Delivery Manager
- Client Experience Manager
- Product Operations Specialist or Engagement Lead
Oliver invests in your professional development through structured training, mentorship, and hands-on exposure to complex delivery and product initiatives.
THIS IS YOU
Experience:
- 1–3 years in client support, delivery coordination, or customer success.
- Experience in SaaS, technology, insurance, or benefits administration environments preferred.
- Strong understanding of client communication dynamics and service delivery processes.
- Familiarity with CRM, ticketing, and project management systems (e.g., Jira, Zendesk, HubSpot).
- Interest in developing deeper product and operational knowledge.
Your Knowledge, Skills & Attributes:
- Excellent communicator — able to explain technical concepts in a client-friendly way.
- Highly organized with exceptional attention to detail and follow-through.
- Analytical and curious — enjoys uncovering insights from data and metrics.
- Calm under pressure and comfortable managing competing priorities.
- Passionate about improving client experience and delivery efficiency.
Decision-Making Authority Level:
- Makes recommendations on client delivery improvements, product feedback, and prioritization of operational activities.
- Escalates key client issues, budget variances, and strategic opportunities to the Client Delivery Manager.
YOUR COMPENSATION & BENEFITS
At the time of this posting, the estimated annual base salary pay range for this position is $55,000k - 60,000k. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only pay and does not encompass our comprehensive total rewards, benefits, and potential bonuses that we proudly offer.
Perks & Benefits:
- Flexible Work Arrangements – Remote-first culture with optional in-person collaboration.
- Comprehensive Health & Wellness Programs – Medical, dental, vision, and mental health support.
- Professional Development Support – Training programs, certifications, and mentorship.
- Paid Time Off – Generous vacation, sick days, and personal leave.
- Retirement Savings Plan – Employer-matching RRSP contributions.
WHAT YOU'LL GET
Oliver’s purpose is to empower success, propel evolution, and ignite innovation for the future. We believe in fostering an inclusive culture supported by our core values: Integrity and Care, Simplicity, Continuous Learning and Growth, and Design Success.
Join us in shaping the next generation of benefits administration technology.
