Client Service Manager

Electrum Payments; Johannesburg; On-site; ZAR 620,000 - 1,153,000; Full time

Job summary

Electrum Payments is looking for a Client Service Manager to enhance client success with their SaaS fintech product. The role involves building strong client relationships, improving retention, and ensuring clients utilize all product features effectively, all within a supportive and growth-oriented environment.

Benefits

Flexibility around core working hours

Team socializing and outings

Transparent work environment

Qualifications

• 5+ years of experience as a Client Service Manager in enterprise software.
• Proven track record of limiting churn and improving growth.

Responsibilities

• Serve as primary contact for clients, understanding their needs and objectives.
• Collaborate with product, engineering, and sales teams to ensure exceptional service.

Skills

Communication

Analytical skills

Problem solving

Interpersonal skills

Client focus

Education

Bachelor's degree in technology or business

Job description

The Company

Electrum is the next-generation payments technology company that provides cloud-native software to optimize the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.

We’ve built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

We hire the best of the best and we offer great opportunities for personal growth and career progression.

The Opportunity

Electrum seeks a passionate Client Service Manager to ensure client success with our SaaS fintech product. You will be the main client contact, guiding them, collaborating with cross-functional teams, and implementing strategies to enhance product offerings and improve net revenue retention. At Electrum, we foster a high-performance culture with great opportunities for personal growth and career progression for dedicated individuals.

The role

A Client Service Manager is focused on improving long-term client retention by addressing client issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s clients rely on us to be experts in our field and manage their systems as if they were our own. Being our clients' Electrum champion and their first point of contact, you will:

• Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
• Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
• Monitor and analyze client usage data to identify opportunities for training and increased adoption.
• Build awareness of your client’s roadmap and business case.
• Work with your clients to understand Electrum’s product offering.
• Improve net revenue retention by mitigating churn by proactively identifying and addressing client concerns or issues.
• Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
• Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
• Deliver on your client service metrics and reporting to management.
• Spend a minimum of 2 days onsite with your clients at their offices.

• Bachelor's degree in technology or business.
• 5+ years proven work experience as Client Service Manager or a similar role within the enterprise software industry.
• Experience in handling multiple large client accounts simultaneously.
• A proven track record of limiting churn in client accounts and improving growth.
• Knowledge of client service processes.

Increase Your Odds by Having:

• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical mindset and ability to interpret data to drive insights and actions.
• Proactive and client-focused approach, with a commitment to delivering exceptional experiences.
• Deep empathy for clients balanced with the interests of Electrum.
• Passion for service improvement.
• The ability to work independently with a high degree of autonomy.
• Strong problem solving and communication (written and verbal) skills.
• Accountability and level headedness.
• Ability to integrate data from different sources and present in a meaningful way.
• Ability to position technical solutions in a business context.
• Having experience in the Payments industry (advantageous).
• Having a proven track record of improving net revenue retention (advantageous).

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

Flexibility around core working hours (nature of flexibility is negotiated per role based on business needs

Team socialising, getaways, and social outings

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

Tell everyone about it

Fix the mistake

Tell everyone about the solution

You are responsible for your actions – both the successes and the failures.