Technical Client Services Manager

Job Description

Client Relationship Management

• Manage and grow overall client relationships, building strong rapport and trust
• Act as the primary point of contact for client communication and service oversight
• Ensure contract adherence and governance across all engagements
• Set expectations and consistently deliver high-quality results
• Introduce initiatives to improve client performance, revenue, and profitability
• Proactively monitor client environments and communicate issues before they escalate
• Resolve customer support issues effectively, exceeding client expectations

Strategic Responsibilities

• Partner with clients to understand business needs and anticipate future requirements
• Analyse data, reports, and industry insights to provide value-driven recommendations
• Identify risks and implement proactive mitigation strategies
• Stay current with industry best practices and emerging technologies
• Collaborate with internal teams to drive continuous improvement and innovation

Operational & Technical Responsibilities

• Monitor and support Email SaaS applications across multiple platforms
• Oversee project implementations through to completion, ensuring timely communication
• Interpret and manage KPIs, SLAs, and contractual deliverables
• Act as both client advocate internally and company representative externally
• Manage application administration, including user access, configuration, and reporting
• Troubleshoot email templates and campaign issues (HTML, JavaScript, Perl)
• Support change management workflows across multiple ticketing systems
• Work with version control systems to manage updates and changes
• Assist with DNS configurations and email authentication protocols

Skills

Technical Skills

• Minimum 2+ years' experience with case management tools (Salesforce, Jira preferred)
• Experience delivering customer support within a SaaS environment
• Strong understanding of web applications and SaaS platforms
• Knowledge of email technologies and standards, including:DMARC, DKIM, SPF, BIMI, TLS
• Basic understanding of DNS and networking concepts
• Experience with:Email template troubleshooting (HTML, JavaScript, Perl)
• Version control systems (Git, Subversion)
• Unix/Linux environments (basic bash command line usage)
• Application administration experience (user management, reporting, configuration)

Professional Skills

• Strong communication skills with excellent command of English
• Proven ability to manage complex client issues and escalations
• Strong analytical and problem-solving abilities
• Ability to manage multiple tasks across changing priorities
• High attention to detail and organisational skills
• Ability to work independently and collaboratively in a team environment
• Customer-first mindset with a focus on service excellence

Physical Demands

• Prolonged periods of sitting and working at a computer
• Frequent use of hands and fingers for typing and mouse operation
• Ability to focus on screens for extended periods
• Regular communication via phone, video, and written channels
• Visual requirements include close vision, colour vision, and ability to adjust focus

Working Hours

14:00pm to 22:00pm

Please note that this position is fully remote.

How to Apply

Apply Now at https://careerjunction.co.za/apply/2635881