• Play a key role in shaping the Agent Success function and laying the groundwork for how it operates at Decagon • Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor • Co-pilot with your customers throughout their deployment journey, from early stages of project scoping all the way to full adoption and value realization • Continuously learn and upskill your expertise in our product features and functionality, as well as wider AI industry context to become an expert in best practices • Expertly communicate with customer stakeholders, from individual contributors all the way to C-level executives • Identify and support new projects and initiatives to best support our team and customers • Collaborate with Agent Product & Engineering teams to identify technical improvement opportunities and influence the product roadmap based on customer needs

• Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts • Own end-to-end delivery of the mental health benefits platform across assigned clients • Develop and execute customised mental health programme strategies aligned to each client’s workforce needs • Build strong, long-term relationships with senior HR and business stakeholders • Drive client satisfaction, retention, and expansion opportunities • Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams • Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy • Identify product enhancement opportunities based on client feedback and insights • Conduct regular client check-ins (weekly, monthly, quarterly) • Prepare and present QBRs and impact reports • Respond to client queries, escalations, and operational requests • Align on programme priorities, campaign calendars, and engagement initiatives • Manage renewals conversations and identify upsell/cross-sell opportunities • Oversee implementation timelines and onboarding processes • Coordinate webinars, roadshows, campaigns, and engagement initiatives • Ensure platform configurations, credits, and reporting are accurate • Track project milestones and manage internal follow-ups • Ensure service quality standards are maintained across clinical and operational delivery • Develop tailored engagement strategies based on workforce demographics and needs • Advise clients on mental health trends, utilisation benchmarks, and best practices • Provide recommendations to improve adoption, communication, and ROI perception • Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity) • Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS • Analyse trends and identify risks or growth opportunities • Develop insights and narratives to demonstrate programme impact • Use data to inform renewal and expansion discussions • Translate client feedback into clear product and operational requirements • Work with Product and Engineering on feature enhancements or fixes • Partner with Marketing on engagement campaigns and communication materials • Coordinate with Clinical and Delivery Ops for service quality and provider matters • Support Sales in enterprise pitches, renewals, and expansion proposals • Identify recurring pain points and process inefficiencies • Contribute to internal playbooks, best practices, and reporting frameworks • Proactively suggest platform improvements to enhance scalability and client value

• Account-manage a select portfolio of Motorsport customers within your territory, building strong relationships with key stakeholders. • Organize proactive customer service initiatives including event follow-up calls, visits, emails and communication central to creating a great customer experience. • Regularly attend racing events in order to establish customer relationships and build knowledge of the uses and potential developments for our products in the field. • Drive new business success & contract extensions through proactive activities, including engaging regularly with users and performing on-site and virtual product reviews and demonstrations. • Provide technical and operational support to Motorsport clients through phone, email or live chat. • Provide assistance and all necessary coordination in the installation of client computer software products, and the resolution of client technical problems. • Provide advanced technical and product training to customers and other Catapult Employees. • Retain ownership of problems until fully resolved to ensure a high level of user satisfaction. However, also know when to escalate problems that require engineering support. • Create support content, product documentation and user guidance. • Help validate new software features, and support clients with their introduction. • Work collaboratively with other members of the global customer success, support and engineering teams. • Establish clear reproducible cases for engineering escalations and identify valid workarounds. • Ensure bug resolutions are released to all affected customers. • Provide product feedback and contribute to innovation.

Role Description We are recruiting for this role on behalf of two of the clients we represent. Our clients include fast-growing loyalty tech businesses, retailers, local shops, and e-commerce brands that need reward programs to drive repeat sales and increase long-term employee productivity and value. This is a practical, hands-on role that gives you real experience in loyalty and rewards. You will need to enrol in the Certified Loyalty and Reward Specialist Course as part of the role requirements. Upon completion, you’ll receive a recognised certificate, qualifications, and practical skills you can use immediately. Train online at your own pace and take a clear step toward landing this role. If you’re ambitious, tech-curious, and customer-focused, this opportunity is an ideal launchpad into a growing and rewarding career. There is an opportunity for contract employment after successful completion (our placement conversion rate is about 70%). Our candidates usually earn £30,000–£43,000 per annum pro rata. This is an option to invest in upskilling by taking the course to become a Certified Loyalty & Reward Specialist. Key Responsibilities - Complete the Certified Loyalty and Reward Specialist Course and apply your learning to live client projects. - Assist in designing loyalty and rewards structures, tiers, and incentives for multiple clients. - Help build customer journeys, email flows, and in-app messages to increase engagement and retention. - Monitor campaign performance and produce clear reports with actionable recommendations. - Support onboarding and training of client staff on rewards mechanics and redemption processes. - Participate in client calls and present insights to internal stakeholders. Qualifications - Strong interest in marketing, customer experience, or data-driven growth. - Clear communicator — written and verbal — with a customer-first mindset. - Comfortable learning technical platforms and creating straightforward process documentation. - Good numeracy and basic data-analysis skills. Desirable - Some exposure to CRM tools (e.g., Mailchimp, Klaviyo), loyalty platforms, or e-commerce systems. - Background in retail, hospitality, or customer service. - Basic understanding of A/B testing and campaign optimisation. - Experience using the PointsBank™ Club Mobile Digital Solution. Benefits - Paid placement and a certificate upon completion of the Certified Loyalty and Reward Specialist Course. - Real-world experience working on live loyalty programmes for brands of different sizes. - Mentoring from senior loyalty managers and structured on-the-job training. - Opportunity for contract employment after successful completion (our placement conversion rate is about 70%). - Guaranteed approval as a PointsBank™ Club Registered Affiliate upon course completion. - Once you've completed the course and become qualified, you will be able to implement: - Effective digital loyalty and reward campaigns for customers. - Effective digital loyalty and reward campaigns for employees. - Time-sensitive promotional campaigns. - Automated marketing and communication sequences. - Engaging campaign strategies. How to Apply Please submit your CV and a brief cover note that provides a bit about yourself and explains why you believe you’re the right fit. We’re not new to this. SMG Group has over 15 years of experience and has placed more than 3,000 people into new roles. We don’t believe in empty promises: complete our course, follow the process, and we’ll help you land the job. If you’re motivated, curious, and excited about technology, we’ll help you turn that into a career you can be proud of. Apply now, and one of our expert team members will guide you through the next steps. Testimonial "Such a great opportunity. I went from a complete beginner to a qualified specialist in less than three months. Best decision I ever made." – Jamie W., now working as a Loyalty Campaigns Manager in London