Client Success Agent

Company Description
At Yoyo, our mission is to delight people in every connection they have with our brand. Whether it's helping our clients grow, rewarding their customers, delighting our stakeholders through exceptional performance, or building a thriving team that loves what they do — we believe every interaction matters.

We're a team driven by passion and energy, lifting each other up to create a positive, dynamic environment where we learn, grow, and succeed together. Egos are left at the door; collaboration, curiosity, and creativity take center stage. We constantly push boundaries to be world-class at what we do — and to leave a lasting, positive impact

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
Your role and responsibilities will include:
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