Job Title
Client Success Manager – Digital Payments
Employment type
Contract (On-site)
Contract length
12 months
Location
Karachi, Pakistan
Purpose of the Project
The Shared Client Success Manager delivers scalable, high-quality support to long-tail client portfolio through a one-to-many engagement model. The role manages client inquiries, supports onboarding and implementation readiness, promotes adoption of solutions and self-service tools, coordinates internal expertise, handles escalations, and helps optimize client performance across the client lifecycle.
Core Responsibilities and Accountabilities:
Client Onboarding and Implementation:
- Support pre-sales activities, new deals and RFPs as requested by Sales and CSM leadership.
- Provide onboarding assistance from the initial sales engagement through implementation, with increased monitoring during a client's first 12 months.
- Validate operational readiness before implementation and coordinate the relevant teams to support delivery.
- Function as an escalation point for implementation issues and help accelerate time to revenue.
Client Adoption and Growth:
- Support scalable campaigns that drive adoption of implemented products.
- Promote self-service and AI support tools during client interactions to encourage case deflection.
- Identify client pain points and pass relevant product or service leads to Account Executives.
- Partner with regional teams on targeted outreach aligned with regional priorities.
Client Support and Escalation Management:
- Manage client queries through a shared mailbox or case queue and own resolution end to end.
- Coordinate with subject matter experts and internal teams based on client needs.
- Serve as an escalation point for complex matters and for major incident or crisis communications.
- Redirect regular issue-resolution activities to the appropriate Client Resolution, Technical Solutions, or third-party teams.
Client Education, Readiness and Service Continuity:
- Provide client orientation, training, and regional educational webinars on relevant operational topics.
- Support communications and outreach related to VBNs, mandates, BERs and other key topics.
- Track operational waivers, expiring certificates and opt-out initiatives to support client compliance.
- Support targeted outreach for clients associated with recurring operational incidents.
Client Performance Optimization:
- Oversee the delivery of standardized behavioural fee reporting and best-practice guidance.
- Support health checks, optimization campaigns, and follow-up client queries.
- Generate interest in commercialized consultative support and paid optimization engagements.
- Collaborate with Account Executives and regional GBO or VCA teams on scalable or bespoke initiatives.
Knowledge and Experience
- Client success and relationship management.
- Issue resolution and escalation management.
- Stakeholder coordination across Sales, product, technical and operational teams.
- Clear client communication, facilitation, and presentation skills.
- Ability to manage multiple clients and cases in a high-volume shared-service environment.
- Analytical thinking and attention to operational readiness, continuity, and compliance.
- Strong ownership, collaboration, and end-to-end case management.
Mandatory Skills
- Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology, or a related field (Master's preferred).
- Previous experience within Banking, Digital Payment & Card solutions, or the FinTech industry.
- Regional experience, including working in a faced-paced matrix organisation.
- Excellent communication skills in English (written, verbal, and presentation).
Preferred Skills
- Experience in client success, customer support, account management, payments, banking, financial services, fintech, or consulting.
- Experience managing multiple clients and internal stakeholders simultaneously.
- Experience using CRM, case-management, or shared-service support channels.
- Experience coordinating client onboarding, implementation readiness, operational support, or service optimization.
#J-18808-Ljbffr
