Customer Success Lead: PoS Journey at Yoco

Job Description

ROLE | WHAT YOU WILL BE DOING?

• This role sits at the centre of customer experience, business revenue drivers and technology. In 2017, you will be responsible for planning, delivering and releasing of a new product from a customer success perspective. You will play an important role in establishing and growing a new revenue stream and defining how onboarding and activation, support and escalations, merchant experience, upsells and retention work for this new SaaS product.
• You will be responsible for the merchant experience, value creation and retention across the entire merchant life cycle. Crucially you will need to develop deep knowledge of the different segments’ ideal offering/market fit and co-ordinate with various teams (product, commercial, data & operations) to ensure that feedback and insight translates into fixes, improvements and new features and service initiatives. You will need to be able to design and deliver processes and interventions at scale to ensure the customer experience and outcomes are monitored and improved.
• You will need to be able to excel in complexity, have the ability to move between different layers of abstraction and between short and long-term thinking. Crucial to this role will be the communication with merchants about support, escalations and new product releases to ensure a world-class merchant experience driven by feature adoption and usage and relevant, timely support delivered at scale, as well as quality input into the product & service roadmaps. You will be the expert on the merchants within your portfolio, responsible for their growth, retention and value.

Key Responsibilities:

Domain:

• Assist in defining the roadmap of the offering for the segments
• Rolling-out new products, features and initiatives
• Designing campaigns
• Driving take-up and adoption
• Meeting revenue and usage targets
• Monitoring Customer Lifetime Value (CLV) across cohorts and segments
• Accountable for achieving growth, activation, usage, upsells and retention targets.
• Continuously improving the customer experience at scale of the different segments of the various touch-points, broadly:
• Onboarding,
• Using
• Support and Service
• Product releases
• Running and Improving how and what merchants pay for their product bundle.
• Managing a system for customer contacts at scale across the various stages of the merchant life-cycle.
• Communicating the stories, learnings and insights with the broader Yoco team

Cross functional projects:

• Rolling out new features with the Product and Commercial teams
• Working with the Data team to create a HealthScore
• System for Interventions for Vulnerable merchants and Escalations with the Operations, Support, Data and Technology teams
• Knowledge and Content for onboarding, support, growth and retention with the content team
• Working with Business Development on the best Partners and Affiliates

IDEAL CANDIDATE | WHAT WE ARE LOOKING FOR?:

Key requirements to perform responsibilities

• Expertise in at least 2 of the following, with a motivation to develop expertise in the rest;
• SaaS Revenue Management
• Designing and Improving User and Customer Experience
• Quantitative and/or Qualitative Data Analysis and Insight Generation
• Business operation, management and growth
• Digital Customer Communications
• Bonus Points for experience with a similar role, product, customer or growth stage business
• Analytical mindset based on deep customer, product, offering and business understanding
• Ability to design and implement customer communications at scale that take into account the receiver, source, purpose, channel and medium.
• Growth economics / accounting - understanding unit economics and how they lead to portfolio profitability
• Ability to understand and communicate customer experience
• Enjoys driving numerous short-term and long-term projects and operations simultaneously
• Collecting, organising and analysing qualitative and quantitative data and and communicating insight
• Working with others, whether they be CS team members, other teams, customers or partners.
• Attention to detail
• Proven execution ability                                                                                                                                       EXPECTATIONS OF YOCO EMPLOYEES

• Dealing with People
• Communicating & influencing: Strong communication skills across various mediums, building collaborative relationships internally and externally
• Dealing with Business
• Preventing & solving problems: Diagnostic information gathering and research, analytical thinking, application of conceptual thinking to problem-solving.
• Achieving results:Proactive / initiative, customer orientated, fostering innovation, continuous improvement mindset, appreciation of results, business acumen, thoroughness and detail orientated
• Dealing with Self-management
• Self-confidence, personal credibility, flexibility, adaptability and strong sense of personal accountability

VALUE PROPOSITION | WHY WORK FOR YOCO?

• As part of the Yoco team, you will have the opportunity to play a key role in the growth of the mobile Point of Sale opportunity in South Africa.
• To support this we have built a role-based organisation; where every individual is given the space to focus and develop his or her innate strengths. Everyone here has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels.
• We offer a competitive package for an early stage venture; with flexible working hours and time off when you need it. In addition to this, you will have the opportunity to participate in our Equity Incentive scheme, which will be uncapped based on performance.
• Our offices are in the heart of Cape Town. We’re always looking for great people to join our team. If you’re passionate about doing your best work, want to make a difference, and have fun doing it, apply today!