Client Services Manager

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 , Jira Service Management, PowerBI, and Xero would be advantageous.
• Proficient in Microsoft Office.