Relationship Manager - Sandton

SUMMARY:

ROLE PURPOSE

KEY RESPONSIBILITIES

Client Relationship Management

• Manage a defined portfolio of employer clients as the primary point of contact and internal advocate.
• Build and maintain relationships with key stakeholders across HR, payroll, finance and executive management.
• Develop a strong understanding of each client’s business, workforce profile, payroll cycles and priorities.
• Manage client escalations and service issues, coordinating internal resolution and ensuring appropriate follow-up.
• Coordinate onboarding and handover of new clients in collaboration with implementation and operations teams.

Client Engagement & Communication

• Maintain a structured contact and engagement cadence across the client portfolio.
• Schedule and conduct regular client meetings, site visits and account reviews.
• Maintain engagement plans outlining upcoming meetings, reviews, actions and priorities.
• Respond to client queries within agreed service levels.
• Proactively communicate relevant product changes, incidents and roadmap developments.

Reporting & Account Reviews

• Prepare, quality check and present monthly, quarterly, biannual and annual client reports.
• Analyse registration, activation, utilisation, transaction volumes, account performance and support trends.
• Provide meaningful commentary explaining performance changes, key trends and recommended actions.
• Conduct quarterly business reviews and strategic client reviews.
• Prepare annual value reports and support renewal discussions.
• Translate reporting insights into agreed client action plans and follow-up activities.

Growth & Commercial Management

• Achieve agreed upselling, cross-selling and portfolio growth targets.
• Identify opportunities to expand services across existing clients, divisions and subsidiaries.
• Drive employee activation and engagement campaigns to increase registration and product utilisation.
• Manage renewal discussions and contract negotiations with support from senior management.
• Identify referral, testimonial and client reference opportunities.

CRM & Data Management

• Maintain the CRM as the central source of accurate client and account information.
• Record client contacts, meeting notes, actions, risks, opportunities and reporting deadlines.
• Maintain accurate client hierarchies, contract information and renewal dates.
• Use CRM dashboards and reporting tools to monitor portfolio health and identify engagement risks.
• Provide accurate pipeline and portfolio performance reporting for internal management.

Internal Stakeholder Coordination

• Collaborate with Operations, Product, Technology and Finance to resolve client issues and deliver on commitments.
• Communicate client insights, feedback and product requirements to relevant internal teams.
• Contribute to the development of client management processes, templates, reporting standards and best practices.

POSITION INFO:

ROLE REQUIREMENTS

Qualifications & Experience

• Relevant tertiary qualification or equivalent practical experience.
• 3–5 years' experience in relationship management, account management, client success or portfolio management within a B2B environment.
• Proven track record of retaining and growing a client portfolio.
• Demonstrable experience achieving growth, upselling or cross-selling targets.
• Experience engaging with senior stakeholders, including HR Directors, Payroll Managers, Financial Managers and Executives.

Technical Skills

• Strong CRM experience, including activity management, pipeline management and dashboard reporting.
• Strong numerical and analytical ability, with the ability to interpret client data and identify trends.
• Advanced Excel and competent PowerPoint skills.
• Ability to prepare professional, client-ready reports and presentations.
• Excellent written and verbal communication skills.
• Strong organisational and time-management skills.

Advantageous Experience

• Experience within fintech, payments, payroll, HR technology, financial services or employee benefits.
• Knowledge of South African payroll processes and payroll systems used by large employers.
• Exposure to earned wage access, financial wellness or employee benefits products.
• Experience managing large, distributed and predominantly non-desk-based workforces.
• Additional South African language proficiency.

Personal Attributes

• Relationship-oriented and professional with strong interpersonal skills.
• Commercially minded with a strong focus on client retention and growth.
• Proactive, accountable and solutions-driven.
• Confident handling difficult conversations and resolving client concerns.
• Curious and committed to understanding clients' businesses and needs.
• Highly organised, self-managed and able to maintain consistent engagement across multiple accounts.
• Comfortable working in a fast-paced environment with evolving processes.

Additional Requirement

• Valid driver's licence and own reliable transport.
• Willingness to travel regularly to client sites.