Senior Client Manager

Role Overview

• Own a portfolio of enterprise clients (including tier-1 banks and FSPs) as the primary relationship lead
• Build multi-level relationships from operational teams to C-suite and procurement decision-makers
• Maintain structured Account Plans and conduct regular EBRs to ensure clients are realising measurable value
• Monitor client health indicators proactively and coordinate cross-functional responses when needed
• Own the full renewal cycle — planning, negotiation, and execution — with strong retention outcomes
• Identify and close upsell, cross-sell, and expansion opportunities across use cases, volumes, and integrations
• Lead commercial conversations including pricing, contract amendments, and scope expansions
• Maintain accurate CRM pipeline data and contribute to NRR targets through expansion revenue
• Develop and execute tailored account strategies aligned to client objectives and iiDENTIFii's commercial goals
• Engage at executive level to position iiDENTIFii as a long-term strategic partner, not just a vendor
• Lead joint business planning sessions and navigate stakeholder dynamics, political changes, and competitive threats
• Participate in industry forums and events to deepen relationships and raise iiDENTIFii's sector profile
• Maintain deep knowledge of FICA, POPIA, FSCA, NCA, and the South African banking landscape
• Stay current on digital identity, biometrics, KYC/AML, and fraud prevention trends
• Engage credibly in technical product conversations and share market intelligence internally
• Lead the commercial and relationship dimensions of new client onboarding through to live implementation
• Coordinate across solutions engineering, product, operations, and support to meet onboarding commitments
• Define success criteria with new clients and ensure they receive the training and enablement to adopt at scale
• Systematically capture client feedback and pain points to inform product and engineering prioritisation
• Partner with marketing on case studies, testimonials, and co-marketing initiatives
• Provide regular, data-driven portfolio reports to the COO and leadership team

Requirements

• 7+ years in client management or account management within financial services
• Demonstrated ability to manage complex, multi-stakeholder relationships at senior and executive levels
• Commercial ownership experience across renewals, upsells, and NRR targets
• Strong knowledge of FICA, POPIA, FSCA, NCA, and the broader South African banking ecosystem
• Familiarity with digital identity, KYC/AML, onboarding, and fraud prevention as applied to FSPs
• Proficiency in CRM tools and a data-driven approach to portfolio health and reporting
• Exceptional communicator with executive presence and high emotional intelligence.

Benefits

• Competitive salary and commission structure
• Remote-first (Joburg-based)
• Wellness perks and work-life balance prioritised
• Diverse tech stack