Client Success Manager – Digital Payments

PayTech Group; Karachi Division; Sur place; PKR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

PayTech Group in Karachi, Pakistan, seeks a Client Success Manager – Digital Payments on a 12-month on-site contract. You will own client onboarding, implementation readiness, adoption campaigns, and escalation handling to ensure successful outcomes across the client lifecycle.

You will coordinate with Sales, regional teams, and product specialists, manage inquiries via shared queues, and drive self-service usage, with emphasis on timely resolutions and compliance across a growing fintech

Qualifications

• Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology, or a related field (Master's preferred).
• Experience in Banking, Digital Payment & Card solutions, or FinTech.
• Regional experience in a fast-paced matrix organisation.
• Excellent communication skills in English (written, verbal, and presentation).

Responsabilités

• Onboard and implement client solutions, monitor first 12 months, and support readiness.
• Support pre-sales activities and coordinate with Sales and leadership.
• Act as escalation point for implementation issues and help accelerate time to revenue.
• Drive client adoption and promote self-service tools and AI support to reduce case deflection.
• Coordinate with regional teams for targeted outreach and regional priorities.
• Manage client queries end-to-end through shared mailbox or case queue.
• Provide client education, trainings, and regional webinars on relevant topics.
• Track and optimize client performance across lifecycle.

Connaissances

Client success

Relationship management

Issue resolution

Escalation management

Stakeholder coordination

Communication skills

Analytical thinking

End-to-end case management

Formation

Bachelor's degree in Finance / Economics / Business Admin / CS / IT

Outils

CRM

Case-management software

Description du poste

Job Title: Client Success Manager – Digital Payments

Employment type: Contract (On-site)

Contract length: 12 months

Location: Karachi, Pakistan

PURPOSE OF THE PROJECT

The Shared Client Success Manager delivers scalable, high-quality support to long-tail client portfolio through a one-to-many engagement model. The role manages client inquiries, supports onboarding and implementation readiness, promotes adoption of solutions and self-service tools, coordinates internal expertise, handles escalations, and helps optimize client performance across the client lifecycle.

Core Responsibilities and Accountabilities

Client Onboarding and Implementation

• Support pre-sales activities, new deals and RFPs as requested by Sales and CSM leadership.
• Provide onboarding assistance from the initial sales engagement through implementation, with increased monitoring during a client's first 12 months.
• Validate operational readiness before implementation and coordinate the relevant teams to support delivery.
• Function as an escalation point for implementation issues and help accelerate time to revenue.

Client Adoption and Growth

• Support scalable campaigns that drive adoption of implemented products.
• Promote self-service and AI support tools during client interactions to encourage case deflection.
• Identify client pain points and pass relevant product or service leads to Account Executives.
• Partner with regional teams on targeted outreach aligned with regional priorities.

Client Support and Escalation Management

• Manage client queries through a shared mailbox or case queue and own resolution end to end.
• Coordinate with subject matter experts and internal teams based on client needs.
• Serve as an escalation point for complex matters and for major incident or crisis communications.
• Redirect regular issue-resolution activities to the appropriate Client Resolution, Technical Solutions, or third-party teams.

Client Education, Readiness and Service Continuity

• Provide client orientation, training, and regional educational webinars on relevant operational topics.
• Support communications and outreach related to VBNs, mandates, BERs and other key topics.
• Track operational waivers, expiring certificates and opt-out initiatives to support client compliance.
• Support targeted outreach for clients associated with recurring operational incidents.

Client Performance Optimization

• Oversee the delivery of standardized behavioural fee reporting and best-practice guidance.
• Support health checks, optimization campaigns, and follow-up client queries.
• Generate interest in commercialized consultative support and paid optimization engagements.
• Collaborate with Account Executives and regional GBO or VCA teams on scalable or bespoke initiatives.

Knowledge and Experience

• Client success and relationship management.
• Issue resolution and escalation management.
• Stakeholder coordination across Sales, product, technical and operational teams.
• Clear client communication, facilitation, and presentation skills.
• Ability to manage multiple clients and cases in a high-volume shared-service environment.
• Analytical thinking and attention to operational readiness, continuity, and compliance.
• Strong ownership, collaboration, and end-to-end case management.

Mandatory Skills

• Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology, or a related field (Master's preferred).
• Previous experience within Banking, Digital Payment & Card solutions, or the FinTech industry.
• Regional experience, including working in a faced-paced matrix organisation.
• Excellent communication skills in English (written, verbal, and presentation).

Preferred Skills

• Experience in client success, customer support, account management, payments, banking, financial services, fintech, or consulting.
• Experience managing multiple clients and internal stakeholders simultaneously.
• Experience using CRM, case-management, or shared-service support channels.
• Experience coordinating client onboarding, implementation readiness, operational support, or service optimization.