Client Services Assistant supporting admissions, registration, and student records at Okanagan College. Providing client service and advising applicants across British Columbia campuses.
About the role
- Client Services Manager leading teams and strategic accounts for Fintel Connect, a full-service affiliate marketing solution for financial institutions. Driving client performance, renewals and growth.
Responsibilities
- Lead a pod of Account Coordinators and Account Managers
- Directly manage at least one larger client account
- Establish consistent client review standards across the pod
- Own client strategy, performance against targets and renewals
- Assess team members' strengths and development gaps and create development plans
- Improve onboarding, client health monitoring and reporting
- Enhance client and publisher experience through actionable insights and recommendations
- Lead troubleshooting for tracking and technical implementation issues
- Run one-on-ones, set goals and conduct quarterly performance conversations
- Coach team members through client calls and reporting reviews
- Manage pod workload, absence coverage and client escalation reallocations
- Own hiring and onboarding for the pod
- Build and deliver program strategies against client goals and revenue targets
- Handle tracking failures, missed targets and relationship escalations
- Identify churn risks and expansion opportunities
- Maintain pod visibility in the project management system
- Triage tracking and integration issues and escalate to product or engineering when needed
- Report pod performance accurately and explain performance drivers
- Collaborate with sales, marketing, product and engineering on client needs
Requirements
- Five or more years in client services, account management or performance marketing
- At least two years spent leading people, formally or as a team lead
- Evidence of developing someone through promotion, performance improvement or capability building
- Track record of maintaining client relationships through difficulty
- Comfort with data
- Strong Microsoft Excel and PowerPoint skills
- Ability to read performance reporting, identify issues and explain them to clients
- Technical curiosity to understand tracking and integrations, or willingness to learn quickly
- Affiliate marketing experience is an advantage
- Financial services or another regulated industry experience is an advantage
Benefits
- Comprehensive health and wellness benefits
- Five paid personal days
- Paid volunteer time
- Hybrid schedule with one remote day per week
- Career progression route from CSM to Senior CSM
- Opportunity to help define the career path
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