Manager, Clients Relations

Iceberg Finance Group•Vancouver, BC

About The Position

The Manager, Client Relations plays a central role in shaping the evolution of iFinance’s Client Relations function into a department focused on growth, service excellence, operational efficiency and data-driven decision-making. This role is responsible for driving inside sales performance, supporting B2B partners (SPs), optimizing onboarding and training, enhancing HubSpot utilization, and improving organizational workflows across Sales, Marketing, Credit and Operations. This position collaborates closely with Sales and Marketing on projects that drive origination growth and strengthen customer excellence.

Requirements

3 years of related experience
Great Customer service experience
Excellent communication and problem solving skills, quick thinker
Positive individual with very good attention to detail
Must be able to work independently, as well as in a team environment
Punctual, professional and reliable.

Responsibilities

Execute and refine inside sales strategies to increase origination volume and activation across service providers.
Conduct proactive outreach to build loyalty and strengthen partner relationships, driving long-term usage and engagement.
Identify sales opportunities through data analysis, trends, and performance insights.
Support national sales initiatives, campaigns, and SP reactivation programs through structured communication sequences and CRM optimization.
Help redefine Client Success into a growth-oriented, B2B partner enablement department.
Develop best practices for service provider onboarding, training, and ongoing support.
Create clear internal resources and playbooks to ensure consistent training and messaging across the organization.
Act as an escalation point for complex partner issues, providing solutions that reinforce trust and increase program adoption.
Deliver and continuously refine onboarding programs for new service providers, ensuring clarity and adoption of iFinance’s products.
Support the development of the national SP Training Program by providing content recommendations and operational insights.
Coordinate SP communication materials, FAQs, and support documentation to reduce friction and improve partner experience.
Lead improved usage of HubSpot across Sales and Client Success, ensuring proper tracking, sequencing, reporting, and automation.
Identify inefficiencies and implement process improvements to enhance productivity and data quality across teams.
Work with Operations and Marketing to build integrated workflows, dashboards, and automated communications that support scalability.