Key Accounts Manager

Yoco is on a mission to help the businesses of tomorrow get started, and get paid be a part of the team that changes financial services in Africa. Curious. Data-driven. Purposeful. Sound like you? It sounds a lot like us too.

We are a fast-growing African technology company made up of over 350 team members globally. All with a bias for boldness, and a passion for simple, progressive solutions.

Founded in 2015, Yoco is now the payments provider for over 200 000 business owners and processes over $2bn annually.

Customer Centricity is the core of our DNA and everything we do is centred around serving our customers, the Key Accounts role plays a very important role in fulfilling this commitment to our customers.

The Key Accounts team is responsible for the growth and retention of our emerging and established customers by building valuable partnerships and relationships with them, but most importantly learning what our customer's goals and needs are and helping them achieve them.

This important role will be contributing to the continued development of the Established Portfolio Management and service model framework, culture and practices ensuring they remain fit for purpose as the business continues to progress, grow and scale.

Yoco is operating as a distributed company with growing global talent hubs and will accept applications from Africa, Europe, the UK and the Middle East.

ROLE | WHAT YOU WILL BE DOING?

• Overall responsibility for strategic management and growth of the Emerging and Established Merchant.
• Build long-standing customer relationships through intentional customer engagement and a hands-on service approach.
• Develop trust relationships with your portfolio to ensure they do not turn to competition
• Resolve customer complaints quickly and efficiently.
• Keep customers informed and upskilled on the latest products to help them to grow their businesses through the adoption of our full product suite.
• Manage all aspects of each customer account's operational data with given reporting tools, to spot trends and identify potential early warning signs with vulnerable accounts and proactively mitigate the risks of churn.
• Application of segmentation best practices
• Driving for the highest levels of customer satisfaction in understanding challenges that are critical to merchants/customers and applying a solution-based approach.
• Establish and maintain a market presence through regular customer engagement with small business owners and their teams to build and maintain relationships whilst embracing a remote work culture.
• Establish effective internal relationships and processes with other units within the organization to maintain superior customer service levels.
• Develop relationships with senior managers, stakeholders, and key opinion leaders within and outside the organization.
• Demonstrate innovative thinking and translate this into business process/ solutions/ working practice improvements.
• Analysis of monthly/weekly volume & revenue using data & reporting and proactively developing plans to close any gaps.
• Delivery of customer or company-specific projects in line with the company road map.
• Develop/implement and maintain a key account metric system as a reporting tool to track and measure growth within the base.
• You will be performing other assigned duties based on business priorities and organizational needs.
• Continuously research and track industry trends and proactively build your knowledge and expertise to contribute to the growth and success of our Merchants and the business.

IDEAL CANDIDATE | WHAT WE ARE LOOKING FOR?

• BSc/BA/BCom in business administration, business management, sales or relevant field.
• 3+ years of proven track record in successful customer relationship management in a fast-paced technology industry.
• Experience in cross-selling and up-selling various products or services to meet merchant needs
• Experience in a startup or high-growth/scaling organisation would be highly advantageous.
• Embodies a customer-centric approach
• Display a high level of commercial awareness and business acumen
• Desire and ability to work in a fast-paced environment and be part of a high-performance team.
• Strong interpersonal skills with a genuine interest in people and the ability to develop long-lasting relationships over digital formats/phone/in-person.
• Need to possess exceptional time management skills.
• Self-starter who can manage yourself independently.
• Experience with MS Office applications and operating CRM databases.
• Needs to own a vehicle and be willing to travel.

THE YOCO FORMULA

The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.

Core Values - Our way of working to create value & grow

• Stay Connected
• Make Space to Explore
• Keep it Simple
• Master your Craft

Core Behaviours - How we show up, engage & treat each other

• Get to know each other personally
• Say what you think
• Be courageous and focus forward
• Dont let ego get in the way

To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. Everyone at Yoco has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels. You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, subscribe to our Exposure Gallery.

Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce!

Yoco is a growing African Fintech, enabling people to thrive through open commerce.

Founded in 2015, Yoco now processes over US$2 billion annually, and were the payments provider for over 200 000 self-employed.

By 2024 we aim to serve 3 million entrepreneurs, becoming the leading Open Commerce ecosystem for small business, across Africa and the Middle East.