Client Success Agent

Yoyo Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A fintech company in Cape Town seeks a mid-Level Client Success Agent to enhance customer satisfaction and account growth. The role involves managing client relationships, reporting product usage, and supporting internal teams. Ideal candidates will have 3-5 years in account management with a strong understanding of the fintech environment.

Benefits

Group Risk insurance with Discovery Health

Learning & development opportunities

Hybrid working arrangement

Flexible working hours

On-site barista

Subsidised meals

Weekly socials

Employee well-being support

Generous leave policy

Qualifications

• 3-5 years of account management experience with strong product knowledge.
• Preferably, experience with corporate or retail clients.
• Good working knowledge of accounts and sales processes.

Responsibilities

• Build and maintain strong, long-lasting customer relationships.
• Own end-to-end client relationships through regular status meetings.
• Report on product usage and insights to the client.

Skills

Client service

Account management

Project management

Problem-solving

Education

Tertiary qualification in Account Management, Marketing, or related field

Job description

Job Description

About the Job

We are seeking a product led, data-driven and client-focused mid-Level Client Success Agent to join our Yoyo Commercial Team.

You will be instrumental in building strong relationships with assigned clients, ensuring their satisfaction, and driving account growth. Your responsibilities will include improving the adoption and usage of Yoyo products and continually identifying new up-sell and cross-sell opportunities.

As a key member of our cross-functional team, you will develop a deep understanding of our product offerings and strategically guide clients in leveraging Yoyo's strengths.

Duties / Responsibilities

Client & Corporate Focus

• Overall accountability for the success and satisfaction of your clients.
• Operate as the lead point of contact for your assigned clients.
• Build and maintain strong, long-lasting customer relationships.
• Own end-to-end client relationships and communication through regular status meetings.

Campaigns and Rewards

Operational tasks to guide clients on best way to implement our rewards offering.

Work with stakeholders to activate new reward programs

Ensure the timely and successful creation of reward programs and campaigns via our Yoyo API portal. Assist with high severity requests or issue escalation as needed. Up-sell and cross-sell on assigned accounts e.g. talk to new business units on how our tech can be used in their world, expand reward partners or upsell new product verticals.

Reporting

Report on Yoyo API product usage and insights on a weekly / monthly cadence to the client. Use data insights to drive future opportunities.

Billing and Forecasting

• Forecast and track key account metrics.
• Maintain commercial revenue forecasts for internal decision-making.
• Ensure that assigned client billing and financial forecasting are accurate.
• Obtain client sign-off on accurate invoicing information and provide it to the Finance Team.

Business Partnering

• Provide support to the Product Team, Business Development Team and senior management.
• Assist the Legal Team to sign-off contracts and associated legal and governance documentation.

Qualifications

• Tertiary qualification in Account Management, Marketing, Project Management, or a related field.
• 3-5 years of account management experience with strong product knowledge.
• Preferably, account management experience with corporate and / or retail clients or medium to enterprise-sized clients.
• Demonstrated experience in managing deliverables and successfully launching projects.
• Good working knowledge of accounts and sales processes.
• Experience working in a digital environment.
• Exceptional client service and account management skills.
• Ability to understand project management processes, software development life cycles, and integration processes to better support clients.

Additional Information

Our ideal candidates are :

• Passionate about the tech and fintech industry.
• An exceptional communicator, adept at handling tough and critical conversations.
• A logical thinker with a passion for problem-solving.
• Proactive, exhibiting a sense of urgency to accomplish tasks.
• Able to thrive under pressure, maintaining composure and effectiveness.
• Delivery-oriented with keen attention to detail and a drive to meet deadlines.
• Organised, with strong prioritisation and planning skills.
• Accountable and willing to take ownership of responsibilities.

The perks at Yoyo :

• Group Risk insurance with Discovery Health.
• Learning & development opportunities
• Hybrid working arrangement.
• Flexible working hours.
• On-site barista with the best coffee in town.
• Subsidised and healthy meals at an in-house cafe
• Weekly socials & an annual social calendar to include the family.
• Employee wellbeing with Strove.
• Employee reward scheme with Zuzo.
• Generous leave policy.

Our Yoyo values, we are looking for a team member that will always live out and demonstrate behaviours aligned to our values :

• Be extremely customer centric : in everything we do, serve and delight our customers, using data to continuously improve.
• Be a passionate team player : spiral up, be positive, bring momentum, and energy to those around you, leave ego at the door and be teachable.
• Be an owner : be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.
• Be world-class at speed : delivering world leading solutions that delight our clients and customers.
• Be curious and creative : constantly innovating, exploring, learning, stretching ourselves, pushing the boundaries and thinking out of the box