Customer Success Manager

• Support onboarding for new clients, ensuring efficient platform setup and delivering comprehensive training sessions to ensure clients are well-equipped to use our product effectively
• Serve as the primary point of contact for client inquiries, swiftly addressing and resolving issues to ensure a smooth customer experience and maintain a high level of satisfaction
• Monitor key client health metrics and proactively identify potential risks to retention. Implement strategies to mitigate these risks, identify upsell opportunities, and ensure client success, driving revenue growth
• Build and maintain strong relationships with key stakeholders within client organisations, ensuring alignment with their goals and fostering long-term partnerships to maximise the value of Rafiki's solutions
• Collect and analyse client feedback to identify emerging trends and pain points. Advocate for client-driven product enhancements by collaborating with internal teams to drive continuous improvement in the platform
• Monitor product usage and identify opportunities to increase client engagement with additional features, enhancing their operational efficiencies and ensuring they fully leverage Rafiki's platform
• Provide tailored strategic insights and recommendations to clients, aligning Rafiki's services with their specific business goals to maximise outcomes and overall satisfaction
• Support the Treasury team by facilitating client trades, providing real-time exchange rates, and advising clients on the best strategies for optimising cross-border transactions and managing FX costs

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