Senior Client Services Manager - Sandton

Placements24; Sandton; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Executive salary

Bonus structure

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Professional development

Hybrid work

Job summary

Placements24 is seeking a Senior Client Services Manager to lead a client relations team in Sandton. You will drive service excellence, nurture key client relationships, and shape the strategic direction of client experience in a key financial hub.

The role requires strong CRM expertise, exceptional communication, and a proven track record in managing high-performance teams. A hybrid work model and executive salary/bonus structure are provided.

Qualifications

• Bachelor's degree in Business Administration or related field.
• Minimum of 7 years of experience in client services or account management, with at least 3 years in a leadership role.
• Proven leadership in motivating a team of service professionals.
• Excellent understanding of CRM principles and best practices.
• Exceptional communication and interpersonal skills.
• Strong strategic planning and problem-solving abilities.
• Experience in relevant industry (e.g., finance, consulting) desirable.
• Ability to manage complex client accounts and high-pressure situations.

Responsibilities

• Lead, mentor, and manage a team of Client Services Representatives, setting performance goals and conducting reviews.
• Develop and implement strategic client service plans to enhance satisfaction and loyalty.
• Serve as primary contact for key clients and address complex issues.
• Monitor client service performance metrics and identify areas for improvement.
• Collaborate with sales, marketing, and product teams for cohesive client experience.
• Manage client escalations and ensure timely resolutions.
• Develop and maintain strong client relationships and understand business objectives.
• Oversee creation of client service documentation and training materials.
• Identify upsell and cross-sell opportunities based on client needs.
• Report on client service activities and outcomes to senior management.

Skills

Leadership

Client relations

Negotiation

Strategic planning

Communication

Problem solving

Education

Bachelor's degree in Business Administration or related field

Master’s degree (advantage)

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Senior Client Services Manager to lead their client relations team based in Sandton . This leadership role is paramount to ensuring exceptional service delivery, fostering strong client relationships, and driving customer retention and growth. The ideal candidate will have a proven track record in managing client services, a deep understanding of customer success principles, and strong leadership capabilities. You will be responsible for overseeing a team of client service professionals, developing service strategies, and ensuring that client expectations are consistently met and exceeded. We are looking for a strategic thinker with outstanding communication and problem-solving skills, committed to upholding the highest standards of client care. This is a significant opportunity to shape client experience and contribute to the strategic direction of the company in a key financial hub.

Key Responsibilities

• Lead, mentor, and manage a team of Client Services Representatives, setting performance goals and conducting regular reviews.
• Develop and implement strategic client service plans to enhance customer satisfaction and loyalty.
• Serve as a primary point of contact for key clients, addressing complex issues and ensuring their needs are met.
• Monitor client service performance metrics and identify areas for improvement.
• Collaborate with sales, marketing, and product development teams to ensure a cohesive client experience.
• Manage client escalations and ensure timely and effective resolution.
• Develop and maintain strong relationships with clients, understanding their business objectives and challenges.
• Oversee the creation and maintenance of client service documentation and training materials.
• Identify opportunities for upselling and cross-selling based on client needs and satisfaction.
• Report on client service activities and outcomes to senior management.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field; Master’s degree is a plus.
• Minimum of 7 years of experience in client services, customer success management, or account management, with at least 3 years in a leadership role.
• Proven experience in managing and motivating a team of service professionals.
• Excellent understanding of customer relationship management (CRM) principles and best practices.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong strategic planning and problem-solving abilities.
• Experience in (mention relevant industry, e.g., SaaS, finance, consulting) is highly desirable.
• Ability to manage complex client accounts and high-pressure situations effectively.
• Proficiency in CRM software and other relevant business tools.
• A results-oriented mindset with a commitment to client satisfaction and retention.

Benefits

• Our client offers a highly competitive executive salary and bonus structure, along with an extensive benefits package including comprehensive medical, dental, and vision coverage, and robust retirement planning options.
• We provide significant opportunities for professional development, leadership training, and career advancement.
• The hybrid work model allows for strategic flexibility.
• Employees will work in a stimulating and collaborative environment in prestigious Sandton offices, with access to top-tier resources and support.
• Standard paid time off and generous holiday allowances are provided.