Client Manager

Introduction

We’re Hiring: Client Manager

Location:  Cape Town

Position Type:  Full-time

About the Role

As a  Client Manager  at Etapath, you will own the end-to-end relationship and operational delivery for a dedicated portfolio of client accounts. This is a  high Client Management role —not a call center. You will manage various clients, lead live logistics coordination, and present data-driven performance updates.

Working alongside the  Lead Client Manager , you will act as the operational bridge between your clients and our logistics teams, maintaining strict data hygiene, managing incident resolution, and driving continuous service improvement.

Duties & Responsibilities

Key Responsibilities

Client Delivery & Relationship Management

• Account Ownership:  Own the end-to-end service delivery and relationship for assigned client accounts, managing the transition from onboarding to a stable "steady state".

• Daily Strategic Engagement:  Conduct daily management of client transport needs and maintain proactive engagement with client transport liaisons.

• Stakeholder Liaison:  Act as the primary point of contact for all stakeholder queries, ensuring professional communication across email, WhatsApp, and formal meetings.

• Meeting Management:  Host and lead weekly or monthly client feedback meetings; ensure all meetings are minuted, and action items are tracked to resolution.

• Protocol Communication:  Regularly update and communicate transport protocols to clients to ensure alignment on operational standards.

Live Operations & Incident Management

• Operational Monitoring:  Monitor live operations during shift hours, identifying risks early and coordinating rapid fixes with the Operations, Logistics, Drivers, and Product teams.

• WhatsApp Group Management:  Perform morning scanning of client WhatsApp groups for issues and provide a "satisfactory resolution" or immediate follow-up for any unresolved items raised.

• Support Ticket Resolution:  Investigate and resolve support tickets according to strict SLAs: Level 1 & 2 complaints within 24 hours, and Level 3 complaints within 48 hours .

• Incident Lifecycle:  Manage the full lifecycle of incident logging, escalation, and post-incident reporting, ensuring clear communication of status updates to the client.

Data, Systems, & Reporting

• System Hygiene:  Maintain high attention to detail regarding "system hygiene" on the WebApp, ensuring 100% accuracy of passenger, route, and booking data.

• Actionable Reporting:  Review daily and weekly to-do lists to ensure backlog clearance and surface operational trends to inform process improvements.

• Performance Updates:  Provide concise weekly and monthly performance updates to clients, ensuring data accuracy in all submitted reports.

Planning & Continuity

• Shift Handovers:  Conduct thorough shift handovers that include clear action plans, identified risks, and a summary of open items for the incoming team.

• Task Management:  Adhere to structured daily/weekly planning routines and maintain up-to-date ClickUp task logs.

Desired Experience & Qualification

Qualifications & Required Experience

• Required:  Grade 12 / Matric certificate.

• Preferred Qualification:  Diploma in Business Administration, Marketing, Communications or a related field.

• Experience:  Minimum  2–3 years of proven experience in Account Management or Client Relationship Management.  You must have a track record of directly owning client relationships and operational outcomes.

• Systems & Tools:  High proficiency using standard spreadsheets (Google Sheets) for reporting and data reconciliation.

• Written Communication:  Exceptional written communication skills with the ability to write formal incident reports, executive summaries, and clear client emails without relying on standard scripts.

• Proactive Approach:  Strong problem-solving ability with a track record of using operational data to prevent issues before they impact the client.

Interested?

To apply, submit your CV and a cover note detailing your relevant account / client management experience.