Client Onboarding and Operations Manager, PropTech SaaS

SUMMARY:
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POSITION INFO:

A market-leading property group in South Africa is launching a transformative SaaS product suite tailored for the Sub-Saharan African (SSA) real estate market. These innovative platforms are set to redefine how property professionals manage operations and client relationships across the region. As we expand this groundbreaking solution from Johannesburg to Nairobi, Lagos to Cape Town, we’re seeking a visionary Senior Client Operations Leader to build and lead our client success function from the ground up.

This is a unique opportunity to shape the future of PropTech in SSA. You’ll drive seamless onboarding, deliver exceptional client experiences, and scale operations for a product poised to disrupt the region’s $50B+ property sector. If you thrive in high-growth environments and are passionate about SaaS innovation in emerging markets, this is your chance to make an impact.

Job Summary

As our Senior Client Operations Leader, you’ll take full ownership of service delivery, client onboarding, and ongoing satisfaction for our newly launched SaaS platforms. Reporting to executive leadership, you’ll establish the operations and client service team, ensuring every client transition from sale to adoption is frictionless, rapid, and value-driven. With a deep understanding of SSA’s real estate landscape – including regulatory nuances, market fragmentation, and digital adoption trends – you’ll champion our mission to empower property stakeholders across the continent.

Key Responsibilities

1. Department Build-Out & Strategic Vision

   • Architect and launch the operations and client service framework optimized for SSA’s diverse markets, covering onboarding, support, and engagement.

   • Define KPIs, workflows, and scalable processes to support rapid expansion in key SSA hubs like South Africa, Kenya, Nigeria, and beyond.

   • Recruit, onboard, and lead a world-class team to deliver SSA-specific excellence from day one.

2. Onboarding & Activation Mastery

   • Own the end-to-end client journey for our SaaS suite, from contract to full platform utilization, addressing SSA’s unique challenges like multi-lingual support and mobile-first access.

   • Create localized onboarding playbooks, training resources, and touchpoints to accelerate time-to-value in a region ripe for digital disruption.

   • Partner with sales to ensure 90%+ conversion from sale to active usage, driving adoption in SSA’s burgeoning PropTech ecosystem.

3. Technical Support & Delivery Excellence

   • Lead technical support for our SaaS platforms, prioritizing quick resolutions for queries in SSA’s varied connectivity environments.

   • Implement robust ticketing systems and feedback loops to refine our product based on real-time SSA client insights.

   • Collaborate with product and engineering teams to prioritize features addressing regional needs, such as compliance with local data laws (e.g., POPIA in SA, NDPR in Nigeria).

4. Operations Optimization & Growth

   • Track platform metrics, usage patterns, and SSA-specific feedback to iterate on processes and fuel product evolution.

   • Scale operations to accommodate explosive growth as we penetrate new SSA markets, ensuring 99.9% uptime and client NPS scores above 80.

   • Prepare for product launches and updates, positioning our company as the go-to SaaS leader in African real estate.

5. Team Leadership & Culture Building

   • Inspire a high-performance culture of innovation, accountability, and pan-African collaboration.

   • Mentor team members through performance management, goal-setting, and professional development tailored to SSA’s talent landscape.

   • Drive cross-functional synergy with sales, product, and marketing to create a unified go-to-market strategy for our SSA launch.

Qualifications, Experience & Skills

• Education: Bachelor’s degree in Business, Operations, or a related field (preferred).

• Experience:

  • 7+ years in operations or client service leadership, ideally in SaaS, PropTech, or Real Estate within emerging markets (SSA experience a major plus).

  • Proven success building and scaling teams/processes for new product launches in high-growth environments.

• Skills:

  • Strategic mindset with hands-on execution – from vision to rollout.

  • Exceptional organizational, problem-solving, and decision-making abilities in multicultural, fast-paced settings.

  • Outstanding communication and stakeholder management, with experience navigating SSA’s diverse business cultures.

  • Proficiency in CRM (e.g., Salesforce), data analytics (e.g., Tableau), and support platforms (e.g., Zendesk).

  • Deep knowledge of SSA real estate dynamics, including digital transformation trends and regulatory landscapes.

  • Passion for client-centric innovation; resilient under pressure; highly organized and proactive.

Why Join Our Client?

• Impact at Scale: Shape the client operations of a SaaS suite disrupting SSA’s real estate sector, driving efficiency and innovation.

• Growth Potential: Unlock unlimited career growth in a company expanding across SSA, with equity options and leadership pathways.

• SSA-Focused Perks: Remote-friendly with hubs in Pretoria and Johannesburg; travel opportunities to SSA markets; competitive salary (R800K–R1.2M base, plus bonuses).

• Innovative Culture: Join a collaborative team passionate about leveraging tech for Africa’s property boom.