Client Service Director - Johannesburg at Paymentology

What you get to do:

Developing and motivating the team

• In this role you will actively guide Client Executives (CE’s) on the day to day aspects of their job, giving support and guidance where required. You will collaborate closely with the team and build a positive, motivational and honest working relationship with the them to ensure they are proactive, responsive, helpful and professional in their dealings with clients at all times.
• To keep the relationship growing, you will organise weekly 1:1 session with each member of the team to address any obstacles, help them progress in their individual and team goals and also discuss and address any performance concerns early. Adapting to each situation is crucial - you will be working with each team member to draw up a development plan that speaks to the growth of the member within the company and/or address performance concerns as appropriate.
• In this role it is important to be growth oriented – coaching and working with the teams so they have the right balance of focus on the operational working smoothly and driving growth within the allocated accounts.
• It is also important to be up to date with the Client Executive's workload. To do so you will evaluate each team member’s workload and identify possible processes or solutions that can help verify the team is performing at the capacity that allows efficiency Client Leadership.

Managing workflow and delivery

• An important part of your role is ensuring each CE (Client Executive) is providing world class, proactive servicing, constantly being ahead of our clients requests and making sure their interactions with our company are the best they can possibly be. To do so, you must make sure CE’s understand their clients business well and work with them to spot opportunities where we can expand on the existing products we deliver to clients to help them on their roadmap. Working so closely with the team will help you identify issues that span across numerous clients and you can better support CE's to formulate long term solutions.
• By actively implementing existing processes you will make certain that day to day operations of the CE team remain structured (e.g. CE daily/monthly Checklist, Card ordering process and stock management, checking system alerts processes, client notification processes, client support processes etc.). Being deadline driven is crucial, and will also mandate and drive this within your team.
• Tools are important as well - you will oversee and check that the correct platforms and internal tools are used and up to date at all times: Product board, Rise, Trello, Slack, Zendesk etc. Those you are not familiar in, we will teach you!
• The current team of CE's is office based in Johannesburg and are in the office daily, thus enabling you to run daily stand-ups with the whole team. As such you will confirm that tasks are prioritised on internal platforms according to the level or importance and/or urgency and the Sales pipeline is updated, reviewed and progressed throughout the week.

Collaboration with Management & Internal Teams

• In this role you will be playing an active role in company development and evolution! Working with the Head of Programme Management at defending and growing Annual Re-occurring Revenue and delighting our clients in the process.
• You will be preparing for the Product prioritisation sessions by collating and assessing all Product requests from the team and deciding which stories to put forward for the Product session.
• You'll be preparing for operational and Financial sprints by ensuring that to-dos from the previous Sprint are completed and the CE's have shared the presentations and/or questions for upcoming Sprint.

Client Leadership

• Client success is pivotal. Preparing and attending monthly client meetings means you will maintain strong relationships with the clients and get the opportunity to discuss growth strategies. In addit
• As you will be the escalation point for all clients in your region that will contribute towards building those strong relationships, not just with our clients but also with client's management. In such situations leading by example is essential - Same day response turnaround is expected.

What it takes to succeed:

• 10+ years of relevant client support and relationship management experience supporting premier/enterprise-level clients, preferably in start-up, fintech, tech or IT. Out of these, a minimum of 4 years of experience must be in the payments industry.
• A wide ranging portfolio of global accounts that you have managed and can be verified.
• A passion for working in and managing people through a quickly-changing environment with an agile mindset to navigate these changes.
• A tech-savvy brain with the ability to understand how our products tie into payment processing.
• Strong sense of urgency; the ability to anticipate and foresee jump on client requests as they come up.
• A mentality of “the customer comes first” and a willingness to go the extra mile to prove it.
• An interest to work in a fast-paced fintech at the cutting edge of global payment technology.
• Resilience with ability to work under pressure and focus on successful outcomes.