Client Support Manager (PowerBi) - Stellenbosch

Duties & Responsibilities

Role Purpose

The Client Support / Client Success Manager is responsible for managing and nurturing client relationships after onboarding to ensure high levels of client satisfaction, retention, engagement and service delivery. The role acts as the primary point of contact for allocated clients, providing proactive support, resolving issues, monitoring service levels and using data and KPIs to identify risks, opportunities and areas for continuous improvement.

Key Responsibilities

Client Relationship Management

  • Manage and maintain strong relationships with an allocated portfolio of clients.
  • Conduct regular client check-ins and maintain a proactive communication cadence.
  • Develop an in-depth understanding of each client's configuration, requirements and business needs.
  • Identify client needs, risks and opportunities for service improvement.
  • Monitor client satisfaction and take proactive action to strengthen retention and engagement.

Client Support & Issue Resolution

  • Monitor and respond to client queries and emails on a daily basis.
  • Resolve client issues accurately and within agreed service levels.
  • Log and escalate technical issues through the appropriate ticketing system.
  • Monitor escalated issues through to resolution and keep clients informed of progress.
  • Collaborate with Technical, Finance, Sales and Marketing teams to resolve client queries and service issues.

Client Onboarding & Administration

  • Support the onboarding of new clients and ensure a smooth transition into ongoing client management.
  • Capture and maintain accurate client information on internal systems.
  • Update and maintain client setup documentation, including Annex A, SLAs and configuration records.
  • Ensure client information remains accurate, complete and up to date.

Billing, Payments & Reporting

  • Load newly onboarded clients onto Xero to facilitate accurate billing.
  • Conduct monthly payment reconciliations between Power BI and Xero.
  • Check and issue client invoices accurately and timeously.
  • Maintain accurate client configurations and billing information.
  • Produce client statistics, reports and performance information as required.
  • Use data and reporting insights to identify trends, risks and opportunities for improvement.

Communication & Engagement

  • Schedule and manage SMS communications, including registrations, reminders and maintenance notifications.
  • Support employee and employer queries across relevant applications and portals.
  • Ensure client communications are professional, accurate and aligned with agreed service standards.

Special Projects & Continuous Improvement

  • Participate in and lead client-related projects, including surveys, launches and events.
  • Identify opportunities to improve client support processes and service delivery.
  • Use data-driven insights and reporting tools to support continuous improvement.
  • Contribute to innovation initiatives aimed at improving efficiency, engagement and the overall client experience.

Performance & Service Management

  • Monitor client service levels and ensure adherence to agreed SLAs.
  • Track relevant client KPIs and identify areas requiring intervention.
  • Proactively identify potential client risks and implement appropriate corrective actions.
  • Maintain accurate records of client interactions, issues, actions and resolutions.

Desired Experience & Qualification

Role Requirements

Qualifications & Experience

  • Relevant tertiary qualification in Business, Marketing, Customer Success, Communications, Administration or a related field is advantageous.
  • Previous experience in client support, client success, account management, customer service, or relationship management.
  • Experience managing multiple clients and competing priorities in a service-driven environment.
  • Experience working with SLAs, client reporting, and service performance metrics is advantageous.
  • 2 years minimum in a similar role.

Technical Requirements

  • Experience with Monday.com.
  • Experience with Jira Service Management or similar ticketing platforms.
  • Working knowledge of Power BI.
  • Experience with Xero or similar financial/billing systems.
  • Proficiency in Microsoft Office.
  • Strong numerical and data-handling ability.
  • Ability to interpret reports and use data to support decision-making.

Core Competencies

  • Strong client-facing and relationship-building skills.
  • Excellent written and verbal communication.
  • Strong organisational and time-management skills.
  • High level of attention to detail and data accuracy.
  • Analytical and solutions-focused approach.
  • Strong problem-solving and escalation-management abilities.
  • Ability to work effectively across multiple departments.
  • Ability to manage multiple priorities while maintaining service quality.
  • Proactive, accountable and customer-focused approach.

 

Should you not receive a response within 10 working days, please consider your application unsuccessful. For more information, please contact: 012 346 1950.

Package & Remuneration

R30 000 - R35 000 p/m plus medical aid

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