Client Service Manager - Payments (JHB)

The Company

Electrum is a next-generation payment software technology company.

Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimize financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.

At Electrum, we are grounded in impact – designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together – working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe – encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams – hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.

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

Why Join Electrum?

• We believe in a People First approach, ensuring a culture where you can thrive and make a real difference

Your Career & Culture

• Career Growth: Delivering world-class financial software is challenging, but your effort will earn you hands-on experience with products used by millions, accelerating your career.
• Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
• Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
• Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time—knowing when to focus and when to recharge.
• Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.

Practical Perks

1. Here's how we support our culture:
• Flexible Work: Office-first environment with flexible hours.
• Generous Leave: Starting at 20 days per year.
• Office Perks: Fully-stocked kitchen and daily catered lunch.
2. Social Life: Regular team activities like hikes, getaways, and dinners