Client Retention Administrator

Deposita South Africa a leading cash & payment solutions company, has a vacancy for a Client Retention Administrator to join our team at our Office in Midrand, Gauteng
. Our globally-implemented cash management, payment, e-payment, and self-service technologies reduce the risks associated with handling money business.

At Deposita, we pride ourselves on being Agile, Reliable, Innovative, Caring, and committed to Teamwork, Safety, and Integrity
. We are seeking a self-starter with a proven track record in maintaining company policy, adopting best practices, and exercising sound judgment. The successful incumbent will be expected to be results-driven and to live these values daily.

The Client Retention Administrator delivers comprehensive administrative support to the retention and business development teams to strengthen client relationships and drive retention. The role ensures service level targets are met, contract and client documentation (including renewals, addendums, FICA, quotations, and proposals) is accurately executed, and customers are informed of Deposita’s full service offerings.

• Ensure customer services plans and customer renewal strategies are updated, maintained, and implemented.
• Ensure compliance with SATMETRIX and Risk 360 requirements.
• Support the department target of maintaining a 97% customer retention rate.
• Flag renewal risks and expansion opportunities to management and Business Development Executives (BDEs).
• Update and track the PI Tracker, addendum logs, and renewal playbooks, ensuring proper follow-up with BDEs and customers.

• Drive targeted quarterly communication campaigns aimed at renewal and expansion customers.
• Prepare, compile, and check quotations, contract suites, FICA documentation, addendums, and tender documentation accurately prior to processing to relevant departments.
• Scan all contract suites, addendums, and compliance documents to the shared Google Drive and update the Sales Admin folder.
• Maintain and update daily sales trackers, customer renewal logs, corporate visit schedules, and event calendars.
• Process BDE expense claims, commission preparation and execution, and stationery orders.
• Assist in preparing for on-site and off-site customer demos and trade shows.
• Follow up on open, escalated, or new client tickets and customer queries in a timely manner.
• Maintain positive, professional relationships with channel partners, BDEs, and internal stakeholders.

• Check Salesforce reports, statistics, and pipeline metrics, communicating key insights to BDEs and retention teams weekly.
• Prioritize feature roadmap insights according to customer needs and maintain renewal / termination playbooks.
• Communicate value-added services, system enhancements, and new innovations to renewal and termination customers quarterly.
• Maintain and update sales forecasts, SOPs, and departmental policies in collaboration with management.
• Ensure proper departmental data administration regarding renewals and terminations to improve forecast accuracy.
• Monitor and adhere to KPIs for customer response times and administrative turnaround.
• Help identify key renewal and termination trends for monthly Executive Committee (Exco) reporting.

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend…