Customer Sucess & Insights Analyst at Lesaka Technologies

KEY RESPONSIBILITIES

Management information and performance reporting

• Design, build, and maintain structured Management Information Report (MIR) packs for the division's top-tier clients, drawing on data from internal data warehouses, transactional systems, and commercial analytics platforms via the relevant internal teams.
• Coordinate data collection from across the business — including Technology, Finance, Operations, and the BI function — consolidating pre-analysed inputs into a single, accurate, client-ready performance report.
• Produce monthly client performance reports covering transaction volumes across bill payments, prepaid utility (PPU), airtime and data, and vouchers; margin quality analysis; total addressable market (TAM) capture; and client channel performance by product category.
• Ensure all reports are completed, reviewed, and ready for client engagement ahead of scheduled monthly meetings, with sufficient lead time for the Head: Commercial and Growth and Growth Managers to review the Client Growth Pack before their Tier 1 engagements.
• Maintain a standardised MIR template and format across all clients, with the ability to customise where specific client requirements or agreed KPI frameworks differ from the standard.

Client growth pack preparation for Tier 1 engagements

• Compile a structured Client Growth Pack ahead of each monthly Tier 1 client engagement, integrating pre-analysed performance data, trend summaries, commercial insights, and prioritised expansion opportunities into a single presentation-ready document for use by the Head: Commercial and Growth and the relevant Growth Manager.
• Incorporate commercially relevant analysis received from the BI, Finance, or Commercial Intelligence functions, presenting that information in a format that is accessible and meaningful for a senior commercial audience.
• Include in the pack client channel performance patterns — by geographic cluster or transaction category — that highlight expansion opportunities or operational inefficiencies, based on data and analysis provided by internal teams.
• Ensure the Client Growth Pack is reviewed and signed off by the Head: Commercial and Growth prior to each Tier 1 client meeting.

Tier 2 client engagement — operational and technical contacts

• Lead and conduct the monthly Tier 2 client engagement independently, presenting the Management Information Report directly to the client's operational support and technology contacts.
• Walk Tier 2 client contacts through transaction performance data, system and integration highlights, operational metrics, and any data or reporting queries relevant to their function.
• Serve as the primary point of contact for Tier 2 client contacts on matters relating to reporting, data queries, and operational performance between scheduled engagements.
• Identify and escalate any operational, technical, or integration issues raised by Tier 2 contacts to the relevant internal team — Technology, Operations, or BI — and track resolution through to completion.
• Maintain a productive and professional working relationship with Tier 2 contacts, ensuring they receive consistent, timely, and accurate reporting support.

Client feedback capture and feedback loop management

• Capture all client feedback, operational constraints, data queries, and agreed action items arising from both Tier 1 and Tier 2 client engagements, producing a structured action register within 24 hours of each meeting.
• Route client feedback formally back into the Commercial and Growth function, ensuring that insights, constraints, and opportunities raised by clients at either tier are communicated to the Head: Commercial and Growth in a structured and timely manner.
• Maintain the action register for all active client engagements, tracking the resolution of each item and following up with internal teams and the client as required.
• Provide regular action register status updates to the Head: Commercial and Growth, flagging items that are overdue, blocked, or require escalation.
• Surface recurring client feedback themes to the Commercial and Growth leadership team so that systemic issues or product and operational opportunities can be addressed at a strategic level.

Reporting administration and standards

• Maintain a master client reporting schedule, tracking MIR delivery timelines, Tier 1 and Tier 2 meeting dates, and action register status for all accounts within scope.
• Ensure consistent application of MIR and Client Growth Pack formatting, branding, and presentation standards across all client reporting outputs.
• Liaise with the BI Manager and relevant data teams to ensure data inputs are received on schedule and in the correct format for inclusion in client reports.
• Identify opportunities to improve the efficiency, accuracy, or presentation quality of the MIR process, proposing improvements to the Head: Commercial and Growth for consideration.

MINIMUM REQUIREMENTS

• 3 to 5 years' experience in a client reporting, management information, business support, or client engagement role, preferably within financial services, fintech, payments, or VAS.
• Demonstrated experience producing structured management information or performance reports for external client audiences.
• Demonstrated experience engaging directly with external client contacts in a presentation or operational review setting.
• Strong proficiency in Microsoft PowerPoint and Excel; experience with data visualisation or BI tools is advantageous.
• Ability to work with pre-analysed data sets and translate them into clear, visually effective, client-facing presentation formats.
• Excellent verbal and written communication skills, with confidence presenting to external operational and technical stakeholders.
• Strong organisational skills and the ability to manage multiple client report cycles and action registers simultaneously.

CORE COMPETENCIES

• Report packaging and presentation: takes pre-analysed data and transforms it into structured, visually clear, and professionally formatted MIR packs and Client Growth Packs.
• Tier 2 client engagement: conducts structured monthly engagements with operational and technical client contacts independently, presenting data clearly and managing queries professionally.
• Attention to detail: ensures all client-facing reporting outputs are accurate, consistent, and meet the quality standard expected of top-tier client engagements.
• Structured feedback capture: accurately records client feedback, action items, and operational constraints from both engagement tiers and routes them back into the appropriate internal function without delay.
• Follow-through and accountability: maintains the action register diligently, tracks items through to resolution, and escalates proactively when commitments are at risk.
• Cross-functional coordination: coordinates effectively with BI, Finance, Operations, and Commercial Intelligence teams to ensure data inputs are received on time and in the correct format.
• Professionalism: represents the Commercial and Growth function credibly and consistently across all client interactions at both engagement tiers.
• Organisational discipline: manages multiple client reporting cycles, Tier 1 and Tier 2 meeting schedules, and action registers concurrently without losing accuracy or timeliness.

KEY WORKING RELATIONSHIPS

• Head: Commercial and Growth (Neil Brown) — primary reporting line; direction on client priorities, review and sign-off of Client Growth Packs, and receipt of feedback loop outputs from both engagement tiers.
• Growth & Customer Success Managers (Janelle Naidoo, Mellisa Wrubel, Janelle Olivier) — alignment on client-specific reporting requirements; provision of Client Growth Pack for use in Tier 1 engagements; coordination on action register follow-up.
• BI Manager and Data / Financial Analysts — receipt of pre-analysed data inputs for inclusion in MIR packs and Client Growth Packs; coordination on data delivery timelines and formats.
• Finance, Operations, and Commercial Intelligence teams — collection of pre-analysed performance data points for incorporation into client reports.
• Tier 2 client contacts (support and technology) — monthly MIR presentations; operational and technical performance discussions; data and integration query management.