Customer Support Manager

Are you someone who enjoys building strong client relationships while making sure that the detail behind the scenes is running smoothly?

An established organisation is looking for a Client Support Manager / Client Success Manager to take ownership of a portfolio of clients, ensuring they receive excellent ongoing support, effective communication and a consistently high level of service.

This is a great opportunity for someone who is organised, proactive, analytical and naturally client-focused — someone who doesn't simply wait for a client to raise a problem, but looks ahead, identifies potential risks and finds ways to improve the overall client experience.

What We're Looking For

We're looking for someone who combines excellent people skills with strong organisational and analytical ability.

You should have:

• Strong client-facing and communication skills.
• Excellent organisational and time-management abilities.
• High attention to detail and a strong focus on data accuracy.
• An analytical mindset with the ability to understand and interpret reports.
• Strong problem-solving and escalation-management skills.
• The ability to manage multiple clients and priorities simultaneously.
• A proactive approach to identifying issues and improving the client experience.
• The ability to work effectively across different internal teams.

Systems Experience

Experience with some or all of the following will be advantageous:

• Monday.com
• Jira Service Management
• Power BI
• Xero
• Microsoft Office

The Person We're Looking For

You could come from a Client Success, Client Services, Account Management, Customer Support or similar environment where you have been responsible for looking after clients and making sure their needs are met.

More importantly, you're someone who:

✔ Builds genuine, long-term client relationships
✔ Takes ownership rather than passing problems along
✔ Notices the small details others may miss
✔ Is comfortable working with data, reports and systems
✔ Can juggle multiple priorities without losing the plot
✔ Communicates confidently with both clients and internal teams
✔ Enjoys finding ways to make processes and service delivery better

What You'll Be Responsible For

Client Relationship Management

• Build and maintain strong relationships with allocated clients.
• Conduct regular client check-ins, with a minimum of 15 client calls per month.
• Develop a thorough understanding of each client's configuration, requirements and business needs.
• Proactively identify client needs, risks and opportunities for improvement.

Client Support & Issue Resolution

• Monitor and respond to client emails and queries daily.
• Take ownership of client issues and ensure they are resolved timeously.
• Escalate technical issues through the relevant ticketing system and monitor progress through to resolution.
• Work closely with Technical, Finance, Sales and Marketing teams to resolve client queries and issues.

Client Onboarding & Administration

• Capture and maintain accurate client information on internal systems.
• Manage and update client setup documentation, SLAs and Annex A documentation after go-live.
• Ensure client configurations and information remain accurate and up to date.

Billing, Reporting & Data

• Load newly onboarded clients onto Xero for accurate billing.
• Conduct monthly payment reconciliations between Power BI and Xero.
• Check and send invoices accurately.
• Maintain accurate client configurations and records.
• Produce client statistics and reports.

Communication & Engagement

• Schedule and manage SMS communications, including registrations, reminders and maintenance notifications.
• Support employee and employer queries across relevant applications and portals.
• Ensure clients receive clear, professional and timely communication.

Projects & Continuous Improvement

• Participate in and lead projects such as client surveys, launches and events.
• Identify opportunities to improve processes and service delivery using data and reporting.
• Contribute to initiatives aimed at improving efficiency, innovation and the overall client experience.

If you're looking for a role where relationships, problem-solving, organisation and client experience all come together, we'd love to hear from you.

Pay: R30 000,00 - R32 000,00 per month

Work Location: In person