About Company
Stanbic Bank Botswana is a leading financial institution, a proud member of the Standard Bank Group, Africa’s largest bank by assets. We are deeply committed to driving Botswana’s growth and prosperity by providing a comprehensive range of financial solutions to individuals, businesses, and corporations. With a robust presence across the country, we are renowned for our innovative approach, client-centric service, and significant contribution to local communities. At Stanbic Bank Botswana, we believe in fostering a culture of excellence, integrity, and collaboration, empowering our employees to achieve their full potential while making a tangible difference in the lives of our clients and the nation. Join a team where your impact is recognized, and your career growth is prioritized.
Job Description
Are you a highly motivated and client-focused professional with a passion for building lasting relationships and driving client satisfaction? Stanbic Bank Botswana is seeking an exceptional Customer Success Manager to join our dynamic team in Gaborone. In this pivotal role, you will be at the forefront of our client engagement strategy, ensuring our corporate and high-value retail clients derive maximum value from our banking products and services. You will act as a trusted advisor, proactively identifying client needs, addressing challenges, and facilitating seamless interactions across various bank departments.
This is more than just a client service role; it’s about strategic partnership. You will be responsible for understanding our clients’ business objectives and financial goals, translating them into actionable insights for our internal teams, and ensuring a superior client experience from onboarding through the entire client lifecycle. We are looking for someone who can not only respond to client inquiries but also anticipate future needs, drive product adoption, and contribute to client retention and revenue growth through upselling and cross-selling opportunities where appropriate.
The ideal candidate will possess a deep understanding of financial services, excellent communication and interpersonal skills, and a proven track record of managing and nurturing high-value client relationships. You will be a problem-solver, a proactive communicator, and a strategic thinker who can navigate complex client scenarios with professionalism and efficiency. Your ability to collaborate effectively with sales, product, operations, and credit teams will be crucial to your success. If you are ready to make an immediate impact, contributing to the financial health and satisfaction of our esteemed clients, we invite you to apply. This role offers an exciting opportunity to shape client success initiatives within a leading financial institution in Botswana.
Key Responsibilities
- Manage a portfolio of key corporate and high-value retail clients, serving as their primary point of contact and trusted advisor.
- Proactively engage with clients to understand their financial needs, business objectives, and satisfaction levels.
- Develop and maintain strong, long-lasting client relationships, fostering client loyalty and retention.
- Identify opportunities for clients to further leverage Stanbic Bank Botswana's products and services, driving adoption and value realization.
- Act as a liaison between clients and various internal departments (e.g., product development, operations, sales, credit) to ensure timely resolution of issues and seamless service delivery.
- Monitor client health metrics, anticipate potential risks, and implement proactive solutions to prevent churn.
- Conduct regular client reviews and business assessments to measure satisfaction, identify growth areas, and present value-added solutions.
- Collaborate with the sales team to identify up-selling and cross-selling opportunities within the existing client base.
- Provide feedback to product and service teams based on client interactions to drive continuous improvement.
- Onboard new clients efficiently, ensuring a smooth transition and early success with our offerings.
Required Skills
- Minimum of 4 years of experience in customer success, account management, relationship management, or a similar client-facing role, preferably within the financial services industry.
- Proven ability to manage and grow a portfolio of high-value clients.
- Exceptional communication, negotiation, and presentation skills (both written and verbal).
- Strong analytical and problem-solving abilities, with a keen eye for detail.
- Demonstrated ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in CRM software and Microsoft Office Suite.
- Deep understanding of banking products and services.
- Bachelor's degree in Business Administration, Finance, Marketing, or a related field.
Preferred Qualifications
- Master's degree or professional certifications (e.g., CFA, PMP).
- Experience with advanced analytics tools for client data.
- Familiarity with the Botswana financial market and regulatory landscape.
- Demonstrated success in driving client loyalty and identifying revenue growth opportunities.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive medical aid and wellness programs.
- Generous paid time off and public holidays.
- Retirement and provident fund contributions.
- Opportunities for professional development, training, and career advancement within a global financial group.
- Employee banking benefits.
- A vibrant and inclusive work culture.
How to Apply
Interested and qualified candidates are invited to submit their applications by clicking on the link below. Please search for the “Customer Success Manager” position on our careers portal and follow the instructions to complete your application. Ensure your resume highlights your relevant experience in client success and financial services.