Rakkar Digital is a startup company backed by SCB 10X focusing in digital asset and blockchain space. We provide digital asset custody and related services to our clients across ASEAN. We are on a mission to enable our clients to securely store and easily access digital assets and cryptocurrencies. The team is growing fast. We are looking for strong talents to join us in multiple countries across the region.

We’re looking for a Customer Success Manager to shape our business strategy and execution plan by onboarding new customers, boosting client utilization, and actively providing customer support.

This role mainly focuses on conducting due diligence, training customer to comprehensively understand platform utilization as well as supporting and troubleshooting any business issues via effective communication channels.

This role reports to Head of Customer Success and sits in our Bangkok office.

Key Responsibilities:

Customer relationship management

• Own overall relationship with assigned customers

• Onboard customers by conducting due diligence to align with related regulations for authentic verification

• Assist customers with setting up and navigating platform usage

• Provide guidance and product demonstrations for customers

• Upsell and cross-sell services with the brand image and boost product utilization

• Establish a trusted and strategic advisor relationship to drive the continued value of our products and services and maintain long-term customer relationship

• Work directly with customers to solve their problems, provide ongoing support, and ensure their high levels of satisfaction while they are an active account with us

Internal processes and stakeholder management

• Set goals and develop plans to sustain business growth and profitability

• Work closely with sales representatives to close deals and identify upsell and cross-sell opportunities with their customers

• Communicate and work effectively with both internal and external stakeholders to understand customer needs, maximize retention, and align with regulation requirements

• Initiate the customer journey with the best solution to eliminate customer pain points, and take a consultative approach to help customers overcome issues and achieve goals

• Maintain and develop customer success strategies and best practices, as well as keep up to date on customer support contents

• Keep updated on market changes and update on the products and services to be competitive in the market

Qualifications:

• Bachelor’s degree in business administration or other related fields

• Experience in Digital Asset Custodian, Cryptocurrency-related business, and financial sector

• Experience in communications, marketing, sales, account management, or customer success is preferred

• Experience working with brand image and promoting value through customer experience

• Broad knowledge in Digital Assets, Web3 or NFT, or any relevant fields

• Customer-oriented and able to manage stakeholders with excellent negotiation skills

• Self-motivated and able to work collaboratively as a team

• Ability to work with minimal guidance and handle any uncertainties

• Ability to learn quickly and easily grasp new software applications

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Willing to go an extra mile attitude

• Excellent in written and verbal communication (Thai and English)