Client Services Manager

Exceed HR and Recruitment; Stellenbosch; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Exceed HR and Recruitment in Stellenbosch is seeking a Client Services Manager to lead client relationships and drive service excellence. You will coordinate with internal teams to resolve issues, ensure satisfaction, and support billing processes.

The role requires strong communication, organisational skills, and the ability to analyse data to enhance client outcomes. Based in Stellenbosch, the position emphasizes collaboration across departments.

Qualifications

• Proven ability to manage client relationships and ensure satisfaction.
• Strong communication skills across internal teams and clients.
• Excellent organisational and time-management abilities.
• High level of accuracy and attention to detail.
• Analytical and problem-solving skills; ability to interpret reports.
• Ability to use data to drive service improvements.
• Capable of managing escalations effectively.
• Collaborates across departments to prioritise work.

Responsibilities

• Manage and nurture relationships with allocated clients to ensure high satisfaction and retention.
• Conduct regular client check-ins and identify client needs and opportunities for improvement.
• Respond to client queries and elevate technical matters while tracking progress.
• Collaborate with Technical, Finance, Sales and Marketing teams for issue resolution.
• Manage client onboarding documentation, configurations, SLAs, and data in internal systems.
• Assist with client billing by loading new clients onto Xero and reconciling payments.
• Prepare and maintain client statistics, reports, and performance information.
• Manage client communications including SMS registrations, reminders, maintenance notifications, and queries.
• Lead special projects such as client surveys, launches and events.
• Identify opportunities for process improvements to enhance service delivery.

Skills

Client relationship management

Communication

Organisational skills

Time management

Attention to detail

Analytical thinking

Problem solving

Data interpretation

Escalation management

Cross-functional collaboration

Tools

Monday.com

Jira Service Management

PowerBI

Xero

Microsoft Office

Job description

Client Services Manager job vacancy in Stellenbosch.

Duties and Responsibilities:

• Manage and nurture relationships with allocated clients to ensure high levels of satisfaction, engagement, and retention.
• Conduct regular client check-ins and proactively identify client needs, risks, and opportunities for improvement.
• Respond to client queries, resolve issues, and elevate technical matters while monitoring their progress.
• Work closely with internal teams, including Technical, Finance, Sales, and Marketing, to ensure effective issue resolution and service delivery.
• Manage client onboarding documentation, configurations, SLAs, and client data on internal systems.
• Assist with client billing by loading new clients onto Xero, reconciling payments, and ensuring invoices and client configurations are accurate.
• Prepare and maintain client statistics, reports, and performance information using relevant reporting tools.
• Manage client communications, including SMS registrations, reminders, maintenance notifications, and employee/employer queries.
• Participate in and lead special projects such as client surveys, launches, and events.
• Identify opportunities for process improvements and support initiatives that enhance client service and operational efficiency.

Requirements:

• Previous experience in a client-facing, customer support, client success, or account management role would be advantageous.
• Strong client relationship management and communication skills.
• Excellent organisational and time-management abilities.
• High level of accuracy and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to interpret reports and use data to drive service improvements.
• Ability to manage escalations and resolve client issues effectively.
• Strong ability to collaborate across different departments and manage multiple priorities.
• Experience with Monday.com, Jira Service Management, PowerBI, and Xero would be advantageous.
• Proficient in Microsoft Office.