Client Success Manager – Digital Payments

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.