Client Service Manager

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 motivated and detail-oriented professional with experience in managing client relationships and a passion for delivering exceptional service. This role, based in Cape Town, will focus on building and maintaining strong partnerships with clients, ensuring their ongoing satisfaction and success with Electrum's products and services.

You'll collaborate closely with cross-functional teams to align client needs with business objectives and ensure seamless execution. This role offers the opportunity to take ownership of client relationships, apply your expertise in client service management, and contribute directly to Electrum's reputation for excellence and reliability.

*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
• Maintain an active on-site presence with clients by conducting local visits approximately once per week, and travel to Johannesburg-based clients roughly once per month (where applicable to your portfolio)

Requirements

• Bachelor's degree in technology or business
• 3+ years proven work experience as Client Service Manager or a similar role within the enterprise software industry
• Experience in handling multiple 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
• 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 a fintech or technology driven company
• Experience using CRM tools

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

• 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
• Social Life: Regular team activities like hikes, getaways, and dinners