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
We're looking for a self-starter who can take ownership and drive initiatives independently, with the confidence to make decisions and solve problems without constant direction. At the same time, you'll need to collaborate closely with the wider team to share insights and align on best practices and with other Electrum teams to execute on your initiatives. As the first hire for this role in Johannesburg, you'll play a pioneering role in establishing our presence, building and nurturing strategic relationships with major banks, and setting the foundation for how we engage with clients in the region.
The role
The Client Service Manager is focused on cultivating lasting client relationships. This is achieved by proactively addressing client concerns, effectively communicating product information, and ensuring clients maximize the value they get from our products. 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 analyse 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 client and ensuring their needs are met.
• Deliver on your client service metrics and reporting to management.
• Spend a minimum of 3 days a week onsite with your clients at their offices.

Requirements

• 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.
• A strong understanding of client service best practices.

• 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.

Increase Your Odds by Having:

• Having experience in the Payments industry (advantageous).
• Having a proven track record of improving net revenue retention (advantageous).

Benefits
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.

Skills Required