Client Services Manager

**The Opportunity**:
**We’re at a pivotal stage of growth—and looking for someone who wants to grow with us.**

If you have agency experience, we want to hear form you

**The Why**:

- A competitive base salary
- A rapidly growing organization with genuine opportunities for career advancement and ongoing skill development
- Comprehensive health and wellness benefits
- 5 Paid personal days
- Paid volunteer time
- A balanced hybrid schedule— focused on in-office collaboration while benefiting from one remote workday per week
- Frequent team events & activities
- Summer Friday’s

**The Who**:
**Fintel Connect is focused on making a meaningful impact.**As a leading full-service affiliate marketing solution for financial institutions across North America, we’re building a team of driven, thoughtful people who want to help shape the future of performance marketing—and see the results of their work in real time.

As the Client Service Manager for the Client Services team, you will lead a small pod of direct reports, including Senior Account Coordinators and/or Account Coordinators, focusing on people management and performance enhancement. You will provide mentorship, conduct 1:1 meetings, manage KPIs, and align team objectives with business goals through the OKR framework. In addition to managing your team, you will own your own accounts, developing tailored strategies that drive client success while overseeing reporting processes to ensure effective communication of insights and results.

In this role, you will collaborate closely with the Client Services leadership team to enhance client engagement and satisfaction. You will oversee comprehensive affiliate marketing management responsibilities for financial clients, including the development of tailored strategies, advanced performance reporting, management of affiliate relationships, project tracking, and the facilitation of targeted campaigns designed to meet client objectives and enhance revenue growth. As a trusted resource for both your team and clients, you will facilitate problem-solving and effective communication, enabling your team to achieve client objectives and contribute to the overall success of your and their affiliate programs.

**The Responsibilities**:
Team Leadership & Development:

- Foster a collaborative and trust-driven environment where team members can thrive.
- Mentor, train, and guide team members to ensure consistent professional growth and knowledge-sharing across the team.
- Provide support through regular performance reviews, KPI management, and alignment on goals (OKRs) to drive team success.
- Ensure the quality and timely delivery of work by the implementation team, leading by example to cultivate an inclusive, positive, and high-performing team culture.

Client Strategy & Management:

- Develop and execute strategic plans that align with client goals and revenue targets.
- Maintain strong relationships with key client stakeholders, positioning yourself as a trusted advisor.
- Handle client escalations, mitigate churn risks, and support the team in resolving errors and challenging client situations to maintain client satisfaction.
- Manage and support technical optimizations, disruptions, and cross-departmental initiatives to ensure client satisfaction.
- Lead and support the new client onboarding process to ensure timely, efficient, and effective integration, delivering a seamless experience within the agreed SLA.
- Identify and capitalize on upselling opportunities for Fintel Connect products and services within client portfolios.
- Develop and execute program strategies for both your clients and of your pod’s, ensuring alignment with client goals and KPIs

Operational Excellence:

- Demonstrate technical expertise in tracking systems and product functionality, ensuring timely resolution of issues as they arise, including data integration, performance tracking, troubleshooting, and platform optimization.
- Maintain a deep understanding of Fintel Connect’s business needs and client objectives to continuously drive results.
- Collaborate with other departments to support marketing, sales, and technical needs, as required.

- Demonstrate expertise in all Fintel Connect products, including newly launched offerings. Stay informed and educated on product changes, updates, and new features to provide the best possible service to clients and ensure accurate communication across teams.

- Provide reporting on pod performance metrics per client, ensuring accuracy and timely monitoring of results.

**The Qualifications**:

- Bachelor’s degree in Marketing, Business Administration, Communications, or a related field (required); master’s degree or postgraduate certification in Digital Marketing or Management (preferred)
- Minimum of 5 years’ experience in client services, account management, or performance marketing, ideally within affiliate or digital marketing
- At least 2 years of direct people management experience, including team l