Client Relationship Manager

Company Profile

RS2 offers secure payment services, payment software and managed services to clients in over 35 countries. The company upholds the highest industry standards and RS2’s in-house designed payments solution is the software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Job

Client Relationship Manager is responsible for managing RS2 Smart Processing ltd’s customer accounts and client’s expectations. The Client Relationship Manager is to manage and be responsible for all client facing activities, ensuring both communications internally and externally is best in class, always being customer centric and providing best in market customer satisfaction. The Client Relationship Manager will be the eyes and ears of how we are performing as a business, aware of our client needs, now and into the future. Client Relationship Manager will keeping close relationship with the clients and act as a central point of contact for all day to day work. His/her main objectives will be  to ensure that the  RS2’s contractual obligations are met in a timely and cost-effective manner, leading towards the optimum client satisfaction.

Responsibilities

• Building and maintaining relationships with clients and their key personnel
• Conducting business reviews to ensure clients are satisfied with their products and services.
• Alerting the sales team to opportunities for further sales.
• Letting customers know about other products/add-ons that the company offers in line with the company’s strategy.
• Attending meetings with clients to build close professional relationships
• Manage calls with clients and compile an action plan that is shared with all stakeholders as required
• Achieving client relationship targets and KPI’s.
• Working closely with cross functional teams to manage the day-to-day needs of the clients.
• Be the main escalation point for clients
• Escalating and resolving areas of concern as raised by clients.
• Monitoring company performance against service level agreements and flagging potential issues.
• Manage and maintain client status trackers
• Own and respond to client questions
• Tracking and monitoring all agreed deliverables and liaising with internal departments as required to ensure client needs are fulfilled effectively.
• Invoice management, ensuring deliverables, once concluded are provided to finance in a timely manner to invoice
• Resolve any client aged debt issues with the client

Requirements

• Minimum 3 years working experience in a similar role
• Proven track record of achieving optimum clients’ satisfaction
• Degree in IT/ Management/Business Administration or equivalent
• Competence in using Google suite of software
• Solid command of English language
• Excellent communication and customer relations skills
• Comfortable working in a fast-paced environment; able to handle shifting priorities
• Excellent interpersonal, verbal and written communication
• Highly organized with close attention to detail
• Knowledge/certification related to project management will be considered an asset.