Senior Client Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the primary relationship manager for a portfolio of enterprise clients, including tier-1 banks and financial service providers (FSPs).

• Establish multi-tier relationships that span from operational teams to C-suite and procurement decision-makers.

• Maintain organized Account Plans and conduct regular Executive Business Reviews (EBRs) to ensure clients achieve measurable value.

• Proactively monitor client health indicators and coordinate cross-functional responses when necessary.

• Manage the complete renewal process — including planning, negotiation, and execution — achieving strong retention results.

• Identify and secure upsell, cross-sell, and expansion opportunities across various use cases, volumes, and integrations.

• Lead commercial discussions regarding pricing, contract amendments, and scope expansions.

• Keep accurate CRM pipeline data and contribute to Net Revenue Retention (NRR) targets through expansion revenue.

• Develop and implement customized account strategies that align with client objectives and iiDENTIFii's commercial goals.

• Engage at an executive level to position iiDENTIFii as a long-term strategic partner, rather than merely a vendor.

• Facilitate joint business planning sessions and navigate stakeholder dynamics, political shifts, and competitive challenges.

• Participate in industry forums and events to strengthen relationships and enhance iiDENTIFii's profile in the sector.

• Maintain comprehensive knowledge of FICA, POPIA, FSCA, NCA, and the South African banking landscape.

• Stay updated on trends in digital identity, biometrics, KYC/AML, and fraud prevention.

• Engage credibly in technical product discussions and share market intelligence within the organization.

• Oversee the commercial and relationship aspects of new client onboarding until live implementation.

• Collaborate across solutions engineering, product, operations, and support to fulfill onboarding commitments.

• Establish success criteria with new clients and ensure they receive necessary training and support for large-scale adoption.

• Systematically gather client feedback and pain points to guide product and engineering prioritization.

• Partner with marketing on case studies, testimonials, and co-marketing initiatives.

• Provide regular, data-driven reports on the portfolio to the COO and leadership team.

⛳️ Requirements

• Over 7 years of experience in client management or account management within the financial services sector.

• Proven capability to manage complex relationships involving multiple stakeholders at senior and executive levels.

• Experience in commercial ownership related to renewals, upsells, and achieving NRR targets.

• Strong understanding of FICA, POPIA, FSCA, NCA, and the wider South African banking ecosystem.

• Knowledge of digital identity, KYC/AML, onboarding, and fraud prevention as it pertains to FSPs.

• Proficient in CRM tools and possess a data-driven approach to assessing portfolio health and reporting.

• Outstanding communication skills, with executive presence and high emotional intelligence.

🏝️ Benefits

• Competitive salary and commission structure.

• Remote-first environment (Joburg-based).

• Emphasis on wellness perks and prioritization of work-life balance.

• Access to a diverse technology stack.