Latest Job Opportunities at Electrum

Job Summary:

• IT Business Analysts engage directly with Electrum customers to elicit, agree on, and document requirements. They work with the development teams to deliver complex, technical projects. The role requires a strong understanding of computer systems and programming.
• The key responsibility is to ensure that the end product delivered by Electrum meets our customers’ requirements and expectations. This ensures that there are no surprises for either Electrum’s customers or the development teams.

Key Responsibilities:

Requirement Analysis

• Identifying critical project stakeholders and performing stakeholder management.
• Workshopping and facilitating meetings in order to gather requirements.
• Performing research, solution design, requirements analysis and customer input elicitation.

Technical Analysis

• Documenting requirements bridging technical information with business.
• Understanding and converting business needs into technical specifications and create comprehensive documentation including diagramming.
• Clarifying requirements to the development teams, including the technical jargon used in the industry, as well as discussing requirements with technical staff at our customers.

Quality

• Ensuring quality by ensuring that the technical solution delivered fulfils the customer requirements.
• Creating testing in the form of documentation and tooling that is used by the development team.
• Supporting the development team during testing with the customer.
• Verifying test results and ensures customer requirements are met during the testing cycle.
• Ensuring compliance with industry standards and that regulatory requirements are met.

Continuous Improvement

• Staying up-to-date with industry trends and best practices.
• Suggesting and implementing process improvements.
• Coaching and mentoring team members.

What You Will Do:

Be fully involved in the technical aspects at Electrum:

• understanding 3rd party APIs and being able to map between different stakeholder’s APIs (without developer assistance), including Electrum’s APIs;
• critically evaluating test evidence, e.g. by looking at traces, to ensure that the tester has tested all the scenarios correctly;
• creating test servers and using technical testing tools like Postman, to create test packs;
• contributing towards technical internal discussions with developers, with regards to software architecture, requiring a technical understanding of the Electrum product;
• being an SME (subject-matter expert) for the Electrum products in your team.

Office and Travel Requirements:

• You may be required to travel as part of this role (at the expense of the company).
• This is an office-based role.
• For the interviews, you must be available in-person at our Cape Town offices.

Requirements

• Bachelor of Science or Engineering or related discipline (e.g. BCom IT).
• 2 - 4 years working experience relevant to the degree, or 1 - 2 years in an IT Business Analyst role
• Experience in analytical thinking and writing.
• Experience with customers and communicating in cross-functional teams.

Preferred Experience:

• At least 2 years experience as a Business Analyst or similar role.
• A Business Analyst certification.
• Experience in the payments space.
• Experience working in agile development teams.

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The Role

• We are growing a world-class partnerships team to support the expansion of our enterprise SaaS offering, and we’re looking for an Account Executive to join us to cultivate client relationships, articulate the return on their investment, and advance our strategic account footprint.
• Having onboarded multiple new enterprise accounts in the last two years, coupled with the continuous expansion of our existing accounts, we are achieving significant growth. In this role, you will navigate complex B2B sales cycles within the financial services landscape to strategically grow our Payments SaaS offering at tier-one banks and other financial services enterprises.
• Your responsibility will lie in building new payments revenue streams through targeted new logo acquisitions while expanding our existing enterprise accounts. You will be based in Cape Town, working within our growing Sales and Marketing team, with local and international networking and travel opportunities. Electrum has aggressive long-term aspirations and backs this with training and mentorship to grow effective teams, setting the stage for some great career opportunities.

Requirements

• Three to five years (minimum of 5 years) of enterprise sales experience within the payments industry
• Proven track record of closing complex deals and retiring targets in a software (or technology) field
• Experience selling to enterprise clients, particularly within tier 1 bank and financial services environments
• An understanding of business practices backed by a relevant university degree
• Ability to position technical solutions in a business context
• Ability to navigate complex sales cycles, which includes necessary pipeline growth and accurate forecast management
• Deep understanding of customer buying cycles and ability to influence customer stakeholders
• Passion for building and growing deep relationships within customer base, resulting in significant revenue growth
• Going the extra mile for your clients while ensuring the sustainability of the partnership
• Collaboration with internal and external stakeholders, a clear sense of what it means to be part of a team, and a team of teams
• Has a strong capacity to learn quickly, provide relevant and timely feedback, and adapt to client situations in real time
• Excellent communication and presentation skills: written and spoken
• Advantageous for the role
• Proven negotiation experience
• Ability to establish trust and rapport with client persona’s through active listening, empathy, integrity and diplomacy
• Referencable experience partnering with banks and other financial services enterprises
• What your first six months would look like:
• Build and nurture key client relationships with a multitude of personas
• Create strategic account and opportunity plans for the short, medium and long-term cross-sell and upsell of products that will expand Electrum’s partnership with customers, offering additional value for both parties
• Identify challenges and opportunities our clients and prospects are facing that can be solved with our products and solutions
• Work with the pre-sales team to help articulate and close the technical sale
• Work with marketing to identify account-based marketing campaigns to help influence deals through thought leadership content
• Sales management, including negotiating contracts and agreements, pipeline and database health.
• Contribute to the sales tools that will help you through the buying and sales process, such as buyer journey mapping, personas, use cases, demos, business cases, etc.
• Communicate month, quarter, annual and longer-term objectives with Electrum’s internal team and external clients.

What your longer-term business would look like

• Continue your six-month plan and include the following:
• Build and close a sales pipeline of new logos by understanding your prospect’s business objectives and Electrum’s product fit while navigating the complexities of the enterprise buying and sales process.
• Work with the sales development representative to research addressable markets and identify new sales opportunities by understanding market size, key target characteristics, persona pain points and product propositions.
• Work with the product team to define development opportunities for new products aligned to our core solutions.
• Work with marketing to identify outbound campaigns, develop collateral, blogs, case studies, etc., to help advance sales, generate inbound leads, or influence deals.

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The Role

• If you are passionate about both customer service and technical excellence, becoming Electrum’s Application Support Manager could be the next to grow your career.
• You will be responsible for building and managing Electrum’s application support team.
• This position is a key hire for Electrum as it directly affects our brand promise of high levels of up-time and customer satisfaction.
• You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production.  You will be a key customer escalation point within the business and for our customers. 

People Management and Leadership:

• Manage and scale the application support team through hiring and retaining top talent 
• Provide guidance and direction to the team
• Advocate for personal and career goal development of the team
• Measure individual and team performance against metrics 
• Work with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to Electrums goals  
• Create and maintain  framework  that ensures goals are tracked and achieved
• Partner with cross-functional teams to develop scalable support processes 
• Build relationships internally and with customers
• Manage and track support costs

Technical:

• Ensure all customer cases are responded to within SLA
• Continuous improvement to the team's processes, support service delivery and tools
• Use root cause analysis and trends to proactively resolve of common issues
• Improve the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processes
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Contribute to the support knowledge base
• This position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.

Requirements

Required:

• 5+ years’ application support experience; 2+ years in a management role
• IT Degree or relevant systems engineering certifications
• Good understanding of IT infrastructure including networking, servers & operating systems
• Experience implementing and administering support ticketing systems 
• Experience growing a support team 
• Experience working in an environment that uses open source technology 
• Experience working closely with software development teams and project managers
• Demonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coaching

Increase your odd by having:

• Experience scaling up a support team 
• Experience with Amazon Web Services, and payments technology 
• Experience working in an ITIL environment 
• Technical expertise in Linux, SQL, Java or scripting languages

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The Opportunity

• As the Commercial Lead, your central role is to shape and execute market-facing commercial strategies specific to our products and solutions. You'll dive deep into market data, internal cost structures, and regulatory landscapes to craft models that ensure we deliver value to our clients. Your strategic ability will be crucial in identifying avenues for revenue optimisation, whether through adjusting pricing strategies, bundling offerings, or introducing value-added services. Collaborating closely with Finance and Product teams, you'll ensure that strategies align with cost management objectives, delivering real-time value to our clients while ensuring sustainable profitability.
• Your expertise in data analysis will be handy as you leverage advanced tools to dissect financial data, forecast transaction volumes, and anticipate revenue impacts. Market research and competitive analysis will be second nature to you, as you stay ahead of industry trends, benchmark against competitors, and navigate regulatory requirements in the financial services sector. Your involvement in developing compelling business cases, supporting commercial negotiations, and securing strategic partnerships will be instrumental.
• In addition to developing pricing tools and profitability models, you'll lead pricing-related projects to drive continuous improvement and enhance overall profitability. Your communication skills will be essential as you convey any changes internally and externally, present profitability forecasts and analysis at relevant meetings, and provide insights to support the sales team in closing deals and driving revenue growth.

Requirements

Commercial  strategy

• Develop and maintain value-based commercial models for payment technology solutions tailored to tier-1 listed enterprises
• Identify opportunities for revenue optimisation and shared value through strategic value adjustments, bundling strategies, and value-added offerings.
• For specific named initiatives, work as part of the deal pursuit team in developing and delivering the business case collaboratively with the client.
• Collaborate with Finance and Product teams to assess cost structures and ensure pricing strategies align with cost management objectives in delivering real-time value to clients
• Assess the effectiveness of existing pricing strategies across product sets, industry verticals, and other offerings.
• Make relevant adjustments to capitalise on opportunities or to mitigate any risks

Analytics and Insights

• Delving deep into market data, consumer behaviour patterns, economic indicators, and industry dynamics in developing pricing models that emphasise the value delivered by the solutions.
• Constructing pricing models based on market insights, trends, and other available date
• Utilise advanced analytical tools and techniques to analyse financial data, including revenue trends, cost structures, and profitability metrics.
• Conduct thorough market research and competitive analysis to identify pricing trends, benchmark against industry competitors, and inform pricing strategies.
• Stay updated on industry regulations and compliance requirements relevant to pricing and payment processing in the financial services sector.

Tools and Models Development

• Developing and maintaining pricing tools and profitability models.
• Growing total gross margin by identifying pricing actions that drive sales values, conversion rates, margin rates, and customer satisfaction.
• Forecasting margins to understand the impact of promotional pricing
• Implement advanced statistical and predictive modeling techniques to forecast transaction volumes, pricing elasticity, and revenue impacts.

Communication and Implementation

• Leading commercial-related projects on topics related to addressable market and investment case decisions.
• Support the partnerships and deal pursuits team in commercial negotiations, and presentations.
• Engage and collaborate with client counterparts in terms of business case construction.
• Presenting profitability analysis at relevant monthly meetings.
• Communicating and implementing pricing changes.
• Maintaining knowledge of industry developments and trends.
• Provide insights and analysis to support the sales team in developing compelling business cases, negotiating deals, and concluding commercial opportunities.

You will need:

• Bachelor’s degree in Business Administration, Economics, Finance, or a related field
• Postgraduate degree in Commerce or Finance
• Referencable  experience in commercial  strategy, revenue management, or related roles within the financial services or technology sector
• Proven ability to think strategically and translate market insights into actionable strategies
• Strong analytical skills with proficiency in data analysis tools i.e. Google Sheets, Excel, SQL, or similar
• Sound understanding of financial principles, cost structures, and profitability metrics
• In-depth knowledge of industry trends, competitive landscapes, and regulatory requirements in the financial services sector
• Excellent communication and presentation skills
• Strong problem-solving skills with the ability to analyse complex issues
• Ability to thrive in a fast-paced, dynamic environment

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Key Responsibilities

• A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' 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 analyze customer usage data to identify opportunities for growth and expansion.
• Build awareness of our customer’s roadmap and Electrum’s product offering
• Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer 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 customer and ensuring their needs are met.
• Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.

Requirements

• Bachelor's degree in technology or business
• 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
• Experience in handling multiple large customer accounts simultaneously
• A proven track record of limiting churn in customer accounts and improving growth
• Knowledge of customer success processes

Increase Your Odds by Having:

• 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 customer-focused approach, with a commitment to delivering exceptional experiences.
• Deep empathy for customers 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
• Having experience in the Payments industry (advantageous)
• Having a proven track record of improving net revenue retention (advantageous)

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Job Description

You’ll provide full-stack desktop support to our offices; including devices and applications for our in-office and our work-from-home Electrolytes by:

• Keeping our computer systems running smoothly and ensuring our people get the maximum benefit from them
• Installing and configuring computer hardware, operating systems and applications
• Talking to staff and customers through a series of actions, either face-to-face or over the phone, to help set up systems and resolve issues
• Troubleshooting system and network problems, diagnosing and solving hardware and software faults
• Replacing parts when required, replenishing consumables and maintaining an inventory
• Providing support, including processing documentation and relevant reporting
• Setting up new accounts and profiles and helping with password issues
• Prioritising and managing our open cases

Requirements

• 3+ years of experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
• Hands-on experience with Mac OS/Linux environments.

Hands-on experience working with:

• MacBooks and general hardware.
• Network security.
• Anti-virus programs.
• Experience being the custodian for internal IT support.

Experience working with customers in a customer support role that includes:

• Remote troubleshooting to customers.
• Working within with SLAs.

Increase your chances by having:

• A BSc in Computer Science/Information Systems or BTech/MTech in Information technology.
• Accredited IT course that addresses Linux (e.g. A+), networking, programming or any course relevant to the role.
• Experience working with servers.
• Passion for tech and the ability to brainstorm and implement innovative/creative solutions.

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The Opportunity

• We are looking for an Executive Team Assistant whose primary responsibility will be to efficiently manage and provide comprehensive support for the executives' schedules, assist with team and company events as well as facilitate travel arrangements.  This individual will play a pivotal role in enhancing the overall operational efficiency of our organisation. Your mission is to deliver personalised and timely assistance that empowers our executive team to excel.

Requirements
The role

• Join our dynamic team as an Executive Team Assistant, where you'll play a pivotal role in supporting our executives with event coordination, strategic projects, and administrative tasks. You'll assist in planning and executing corporate events, manage logistics, and ensure seamless execution of key initiatives. Additionally, you'll provide administrative support, manage calendars, and facilitate communication between internal and external stakeholders. This role requires a highly organized individual with strong attention to detail and excellent communication skills to thrive in a fast-paced environment. If you're ready to contribute to our team's success, we invite you to apply and make an impact with us.

Requirements

• 2+years experience providing support to an Executive Team
• Experience assisting with coordination of team and company events
• Proficient experience in Microsoft Office / Google Suite

In addition to the above, you will have:

• Strong administration skills and an eye for detail
• Excellent communication and relationship management skills
• Highly organised and proactive
• Excellent skills in decision-making, organisation, project planning and problem-solving
• Ability to multitask and prioritise tasks
• Ability to work independently with minimal supervision
• Positive attitude and willingness to adapt to changing priorities