Meet Ozow
Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.
More about this Ozow fantastic position
As a Client Growth Manager, you will own a portfolio of Ozow merchants to retain and grow it. You will keep the day-to-day running smoothly and, as their payments expert, show each merchant's leadership team where more of their business can run through Ozow.
Your role and responsibilities
Portfolio Growth and Revenue Expansion
Own growth targets for an assigned portfolio of merchants, increasing processing volumes and revenue
Review each merchant's payment channels, products and verticals to identify where Ozow is not yet plugged in, and build the case to expand
Identify, qualify and close upsell and cross-sell opportunities in partnership with Sales and Commercial
Build and execute growth plans for key merchants, moving accounts from day-to-day service into strategic growth
Executive Merchant Engagement
Act as the trusted payments adviser to merchant stakeholders up to C-suite level
Lead regular engagement conversations and business reviews focused on performance and growth
Be the voice of the merchant internally, so feedback informs product and service improvement
Portfolio Management and Merchant Experience
Manage the day-to-day health of your portfolio, including performance, escalations and issue resolution
Review merchant checkout journeys and customer experience, and recommend improvements
Maintain high levels of merchant satisfaction, retention and Net Revenue Retention
Cross-functional Problem Solving and Accountability
Take ownership of complex merchant problems end to end, from understanding the issue through to resolution
Ask the right questions early and bring Data, Legal, Product, Tech and Finance into the conversation when needed
Move issues forward at pace without waiting on others, keeping merchants informed throughout
Tool Utilisation and Change Management
Keep merchant records, account plans and engagement activity current in Ozow's CRM and reporting tools
Contribute to Client Growth processes, playbooks and documentation as the team shifts from service to growth
Use merchant dashboards and performance data to track portfolio health and growth
Automation and AI
Use AI tools to prepare merchant insights, account reviews and engagement material faster
Identify repetitive day-to-day portfolio tasks that can be automated, freeing time for growth work
Use reporting automation to spot growth and risk signals across your portfolio early
You are an ideal candidate if you have
Relevant bachelor's degree or equivalent experience
4+ years in account management, client success or a similar client-facing role managing a portfolio of accounts
Excellent spoken and written English, with the confidence to engage senior and C-suite stakeholders
A track record of growing existing accounts through upsell and cross-sell
Experience solving complex client problems end to end across multiple internal departments
A strong sense of ownership, accountability and pace
Comfort working with data and dashboards to understand client performance
Payments, fintech or e-commerce experience is advantageous
Your skills and competencies
You eagerly embrace change, absorb cross-functional skills, and connect ideas across disciplines to drive fresh thinking and innovation.
Ability to initiate, develop, maintain and leverage outstanding relationships to influence a wide network, both inside and outside the company.
A trailblazer who steps up, takes charge, and creates meaningful impact—those driven by performance and purpose to…