Client Relations Specialist

Astute - The Financial Services Exchange; Midrand; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading financial services provider in Midrand seeks a Customer Relationship Manager to manage key account clients. The role focuses on building partnerships, ensuring service delivery, and maximizing client value through effective communication and collaboration. Ideal candidates will have a relevant tertiary qualification and 5 years of experience in customer relationship management, preferably within software or data-driven environments. This is a crucial role for driving client satisfaction and retention.

Qualifications

• 5 years’ experience in customer relationship management or account management.
• Experience working with software platforms, APIs, or data exchange environments.
• Understanding of software development lifecycles and service delivery models.

Responsibilities

• Serve as the primary relationship owner for Key Account Clients.
• Coordinate onboarding of new clients and monitor service performance.
• Lead regular client check-ins and communicate product updates.

Skills

Relationship management

Stakeholder engagement

Business process optimization

Client advocacy

Problem-solving

Education

Relevant tertiary qualification in Business, Information Systems, IT, or a related field

Tools

SaaS platforms

APIs

Data exchange systems

Job description

The opportunity

Are you passionate about people, technology, and creating long-lasting client partnerships? This role puts you at the centre of innovation and customer success.

As our Customer Relationship Manager, you’ll be the trusted partner to our clients in a dynamic software development and data exchange environment. You’ll own the client journey end-to-end, building strong relationships, coordinating seamless service delivery, and ensuring clients unlock maximum value from our platforms and services.

What you’ll get to do

Customer Relationship Management

• Serve as the primary relationship owner for Key Account Clients.
• Build trusted, long-term partnerships with client stakeholders at operational and executive levels.
• Understand client business models, processes, objectives, and data requirements.
• Act as the client advocate internally, ensuring client needs are clearly communicated and prioritised.
• Contribute to the development, implementation and management of effective and efficient business process optimisation strategies that ensure that all stakeholders are serviced efficiently and effectively.
• Support the Strategic Business Enablement (SBEMs) team by identifying sales opportunities within the existing client base and facilitate sales engagement opportunities for the SBEMs.
• Develop tactical plans for the execution of strategic objectives within Key Clients.
• Articulate and enhance value propositions through monitoring of client usage of services to drive and increase transaction volumes.

Service Delivery & Account Oversight

• Coordinate onboarding of new clients handed over from the Strategic Business Development Managers, including solution walkthroughs and documentation.
• Monitor service performance against SLAs and contractual commitments.
• Proactively identify risks, issues, or service gaps and drive resolution with internal teams.
• Ensure smooth coordination between clients and technical, product, and support teams.

Client Communication & Engagement

• Lead regular client check-ins, service reviews, and performance reporting.
• Communicate product updates, enhancements, and roadmap changes clearly and professionally.
• Manage escalations and ensure timely, transparent resolution of client concerns.

Value Realisation & Retention

• Ensure clients are using products effectively and achieving intended outcomes.
• Identify opportunities to improve client utilisation, efficiency, and satisfaction.
• Support renewal discussions and contribute to client retention strategies.

Internal Collaboration & Continuous Improvement

• Work closely with product owners, to relay client feedback and requirements of enhancement request or new product opportunities.
• Contribute to improvements in customer experience, onboarding processes, and service models.
• Participate in continuous improvement initiatives related to client engagement and service delivery.

What a suitably qualified candidate needs to have

• Relevant tertiary qualification in Business, Information Systems, IT, or a related field such as Insurance.
• Experience working with software platforms, APIs, or data exchange environments
• Understanding of software development lifecycles and service delivery models
• Familiarity with SaaS, subscription-based services, or enterprise platforms (advantageous)
• Ability to engage confidently with stakeholders across business and technical teams and client IT stakeholders
• Insurance Market/Industry Knowledge
• 5 years’ experience in customer relationship management, account management, or client services within a software, technology, or data-driven organisation
• Experience working with enterprise or regulated clients in the Insurance Industry is advantageous.

Should you meet the criteria, apply now and help us turn great client relationships into lasting partnerships.