Client Services Manager

Client Services Manager required in Stellenbosch.

Duties and Responsibilities:

• Client Relationship Management
  • Conduct monthly client check-ins with all allocated clients (minimum 15 calls per month)
  • Maintain in-depth knowledge of each client’s bespoke configuration and requirements
  • Proactively identify client needs, risks, and opportunities for improvement

• Client Support & Issue Resolution
  • Monitor and respond to client emails and queries daily
  • Timeously resolve client issues
  • Escalate technical issues via our ticketing system and monitor progress
  • Collaborate with internal teams (Technical, Finance, Sales, Marketing) to resolve issues

• Client Onboarding & Configuration
  • Capture and maintain accurate client data on our internal system
  • Update and manage Annex A, SLAs, and client setup documentation post go live

• Billing, Payments & Reporting
  • Load newly onboarded clients into Xero for accurate billing
  • Conduct monthly payment reconciliations between Power
    
    BI and Xero
  • Ensure accuracy and quality when:
    • Checking and sending invoices
    • Handling / updating client configuration
    • Producing client statistics and reports

• Communication & Engagement
  • Schedule and manage SMS communications (registrations, reminders, maintenance)
  • Support employee and employer queries across apps and portals

• Special Projects & Continuous Improvement
  • Participate in and lead special projects such as client surveys, launches, and events
  • Support process improvements through data-driven insights and reporting tools
  • Contribute to innovation initiatives to enhance service delivery and efficiency

Requirements:

• Experience working with , Jira Service Management, Power
  
  BI, Xero and Microsoft Office Suite.
• Strong client-facing and communication skills
• Excellent organisational and time-management abilities
• High attention to detail and data accuracy
• Analytical mindset with the ability to interpret reports
• Problem-solving and escalation management skills
• Ability to work cross-functionally and manage multiple priorities