PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. Role Overview The Customer Portfolio Manager is a commercially focused role responsible for maximising the value of a customer portfolio through strategic relationship management, executive‑level engagement, and a strong understanding of customer business drivers. The role translates customer strategy into actionable opportunities, ensuring the delivery of high‑impact solutions through effective collaboration with internal teams. It involves building, managing, and sustaining long‑term, high‑value relationships, proactively engaging senior customer executives and key stakeholders, and ensuring that customer requirements are clearly articulated, prioritised and translated into fit‑for‑purpose solutions. The full customer lifecycle is covered, with focus on service excellence, issue resolution, value delivery and continuous relationship enhancement to drive trusted, collaborative, and mutually beneficial partnerships. Key Responsibilities Define the Market – analyze the external environment and appreciate its importance in the formulation of PayInc’s strategy. Shape the Strategy – help shape a client’s strategy by providing insights to help them create an advantaged position in the market. Develop Sector and Offering Knowledge – build sector and market offering knowledge and apply it to influence a client’s strategic direction. Strategic Impact – support the Senior Manager on delivery of designated engagements/projects, managing the implementation of agreed deliverables. Strategic Direction – understand objectives for clients and PayInc, aligning own work to objectives. Solutioning – operate in an agile environment, work independently (Cross Consulting / Core Professional Capabilities). Delivery Excellence – produce high‑quality work products and collaborate with others to deliver a superior client experience. Know the Business and Sector – understand how business functions operate and how sector trends impact a client’s business. Analytical Thinking & Problem Solving – select appropriate methods for collecting and analysing data, and develop informed recommendations that shape or support a client’s business strategy. Financial Acumen – incorporate financial information when evaluating strategic options. Client Presence – deliver key messages with clarity, confidence, and poise to instill confidence in clients. Logical Structuring – organise insights and define a logical flow to tell a story when presenting recommendations. Global Mind‑set – apply a global and diverse perspective to problem solving. Technology Fluency – apply technical knowledge to address client business. Finance – Financial Management Retain and grow customer participation volume. Identify effective measures to retain and grow business. Use marketing/customer entertainment funding responsibly. Contribute to annual budget setting. Manage and control individual and relevant interventions, projects and programme costs. Track, monitor and manage customer invoices post 90 days and follow up on unpaid issues escalated from the Finance department. Monitor and analyse customer usage by product. Stakeholder Engagement Develop and maintain optimal customer relationships to create value for both customers and PayInc. Deliver on internal and external stakeholder service and delivery requirements. Be the primary point of contact and build long‑term relationships with customers. Help customers through email, phone, online presentations and in‑person meetings. Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors. Keep current clients satisfied and deliver exceptional customer service on a day‑to‑day basis. Create, manage and deliver a positive customer service experience. Manage customer expectations; resolve disruptions in a timely manner. Delivery of Business Processes / Projects – Strategic Alignment Contribute to and deliver on BU goals and activities aligned to strategy. Develop and implement robust account plans to understand and deliver against customer‑specific needs. Ensure customer needs are understood, aligned and supported by all internal stakeholders. Align customer strategy with PayInc’s strategy and priorities. Improve quantitative, qualitative and strategic customer engagement through competent application of PayInc performance dashboards, graphs and analysis in monthly and quarterly customer executive meetings. Ensure timely and successful delivery of solutions according to customer needs and objectives. Communicate clearly the progress and outcome of monthly/quarterly initiatives to internal and external stakeholders. Work with pre‑sales teams to onboard and integrate new clients and develop new customer relationships. Liaise between the customer and internal teams. Initiative/ Projects for Continuous Improvement Demonstrate innovative thinking in area of expertise and translate this into business process/solutions/working practice improvements. Deliver customer or company‑specific projects in line with company standards and in agreement with line manager. Strategic Account Management Design, implement and manage customer‑specific strategies for each customer – (retain, win‑back or growth). Develop a thorough understanding of each customer’s business strategy and goals and stay abreast of any strategic developments with customers. Undertake detailed analysis of customers – product take‑up, performance, opportunities, risks, pricing, contracts and customer‑specific delivery requirements. Identify customer journey maps for each customer across all internal customer touch points. Own financial performance for the customer and undertake initiatives to drive increased usage of services and product penetration. Liaise, coordinate and drive necessary internal support areas to deliver on the customer plan and meet expected customer needs and delivery requirements. Identify new business opportunities and derive a plan of action that focuses on initiatives that drive mutual growth. Acquire a thorough understanding of customer needs and requirements. Expand relationships with existing customers by continuously proposing solutions that meet their objectives. Ensure correct products and services are delivered to customers in a timely manner. Serve as the link of communication between customers and internal teams. Resolve issues and problems faced by customers and deal with complaints to maintain trust. Prepare regular reports of progress and forecasts to internal and external stakeholders using customer metrics. Conduct market analysis and evaluate competitor practices and market status. Coordinate and develop customer presentations. Maintain and update customer contact records. Operational Account Management Develop and implement robust account plans to understand and deliver against customer needs, supported by internal management and informing PayInc’s strategy and priorities. Ensure that customer expectations are managed and exceeded through superior implementation, delivery and management of products and services. Ensure application and usage of an effective integrated Account Management Technology (CRM) Platform to ensure better customer focus. Support and collaborate with Customer Product Lifecycle in structuring business proposals that meet identified needs and opportunities. Build, implement and manage customer engagement plans. Reporting and System Updates Ensure generation of meeting agendas, call reports and monthly reports. Communicate and distribute reports to relevant stakeholders. Ensure CRM system is updated with detailed customer plans and all customer information is kept up to date. Analyse monthly volume and revenue by product to proactively develop plans to close any gaps or risks. Compliance and Risk Management Provide input into relevant policies and procedures. Comply with relevant policies, procedures, regulation and legislation. Identify, mitigate and appropriately escalated risks. Success Measures Strong customer satisfaction, trust, and advocacy across the portfolio, evidenced by positive feedback, sustained engagement, and effective issue resolution. Retention and growth of assigned customer relationships, including recovery of at‑risk accounts and delivery against agreed commercial and service objectives. Effective execution of customer account plans, resulting in clear alignment between customer needs, strategic initiatives, and organisational capabilities. Proactive identification and management of customer risks, escalations, and opportunities throughout the customer lifecycle. Consistent delivery of agreed solutions within defined timelines, quality standards, and financial parameters, supported by strong collaboration with internal stakeholders. People – Skills Transfer and Support Support peers and team members to ensure skills transfer and contribute to a positive team culture. Ensure self and team stay abreast of technical skills and industry developments. Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations. Enhance department and organisation’s reputation by accepting ownership for accomplishing new and different requests. Qualifications / Knowledge Appropriate business‑related qualification, degree or diploma. Banking and payment industry knowledge. PASA payment certification (ideal). Required computer literacy levels. Experience Minimum 5 years in Senior Account Management roles. Skilled and experienced in strategy‑led work. Proven ability to create markets and develop client accounts. Minimum 10 years in a client‑facing role. Banking/Fintech/Financial Services and Payments industry knowledge. #J-18808-Ljbffr