Customer Success Manager
Rakkar is Asia’s leading digital asset custodian, backed by SCB10X of Siam Commercial bank. Rakkar is headquartered in Singapore and operating across Hong Kong, Thailand and Vietnam to offer secure, compliant and seamless custody services to a diverse range of global institutional clients such as Bitkub, Thailand’s largest digital assets exchange. As we expand our reach and grow our portfolio, we are looking for a dynamic and pro-active Business Development Manager to join our team.
Reporting to the Business Development Director, the Customer Success Manager will play a key role in our business strategy, managing institutional client relationships and ensuring client satisfaction. The Customer Success Manager serves as the primary liaison for our clients, managing end-to-end onboarding, optimizing platform usage, providing outstanding support, and fostering a seamless feedback loop with internal teams to effectively address client insights.
Customer relationship management
- Serve as the primary point of contact for assigned customers, taking full ownership of their relationships
- Perform thorough due diligence during onboarding to ensure compliance with applicable laws and regulations.
- Guide customers in onboarding, account setup, navigating platform features, and maximising platform usage.
- Deliver impactful product demonstrations and training sessions, fostering customer understanding and engagement.
- Identify and pursue opportunities for upselling and cross-selling services that align with the brand’s vision while enhancing product adoption.
- Cultivate trusted advisor relationships to drive ongoing value, ensuring customer satisfaction and long-term loyalty.
- Promptly resolve customer issues, providing continuous support throughout the entire account lifecycle.
Internal processes and stakeholder management
- Develop and execute customised retention strategies and personalised customer journeys that address each institutional customers unique pain points and elevate customer satisfaction.
- Partner with sales teams to close new deals and support the sales team with additional upselling and cross-selling opportunities within existing accounts.
- Collaborate effectively with internal and external stakeholders to address customer needs, develop retention initiatives, ensure regulatory compliance, and maximize retention.
- Establish, refine, and document best practices for customer success, staying updated on industry trends and tools.
- Monitor market developments and competitor offerings to refine customer success strategies and maintain a competitive edge.
- 1-3 years of experience in customer success, account management, sales or related fields.
- Bachelor’s degree in Business Administration, Hospitality or a related field.
- Industry Knowledge: Proven experience in the digital asset custody, cryptocurrency, banking or financial services sectors.
- Strong Communicator and Active Listener: Capable of building strong relationships with clients through clear and concise communication. Demonstrates a deep understanding of customer needs, diverse linguistic and cultural backgrounds.
- Strategic Problem Solver: Possesses strong analytical skills and a solution-oriented mindset, effectively addressing and communicating resolutions to stakeholders.
- Growth Mindset: Proactive, self-motivated, adapt to uncertainty and be able to work both independently and collaboratively within a team.
- Proficiency in English and Mandarin, with excellent written and verbal communication skills.
- Willingness to travel as needed – up to 20% of the time.
- Competitive salary and uncapped performance-based incentives.
- Opportunity to work in a fast-paced, innovative and highly autonomous environment with professional growth and development opportunities.
- Health and dental insurance