Client Success Manager – Digital Payments

PayTech Nexus Ltd; Karachi Division; Presencial; PKR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

PayTech Nexus Ltd is seeking a Client Success Manager – Digital Payments to oversee onboarding, adoption, and ongoing client support in a contract, on-site role in Karachi. You will coordinate with Sales, product, and ops to ensure smooth implementation and readiness across the client lifecycle.

The role emphasizes client education, issue resolution, and regional outreach, with a focus on scalable support, self-service tools, and timely escalations to maintain satisfaction and maximize revenue

Formación

• Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology, or a related field.
• 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).

Responsabilidades

• Support onboarding and implementation readiness for new clients.
• Manage client inquiries and resolve issues end to end.
• Promote adoption of solutions and self-service tools.
• Coordinate with Sales, product, and operational teams.
• Handle escalations and crisis communications as needed.
• Educate clients with regional webinars and ongoing communications.

Conocimientos

Client success

Relationship management

Escalation management

Stakeholder coordination

Communication skills

Analytical thinking

Case management

Operational readiness

Educación

Bachelor's degree

Master's preferred

Herramientas

CRM systems

Case management tools

Descripción del empleo

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.