Customer Success Representative at NALA

 Your Mission

As a Customer Success Representative at Rafiki (by NALA), you will play a pivotal role in helping our clients harness Africa’s leading cross-border payments API to streamline financial processes, optimise FX capabilities, and drive revenue growth. By providing exceptional support and expert guidance, you will ensure customers unlock the full potential of our solutions, contributing to their success and Rafiki’s mission to transform global financial operations.

Requirements

Your Responsibilities in this Role

• Lead seamless 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.

Must-have requirements

• 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within the financial services, banking, or fintech industry.
• Customer-focused mindset with the ability to anticipate client needs and drive success through tailored solutions.
• Excellent communication skills, able to engage with stakeholders at all levels and explain complex concepts clearly.
• Strong problem-solving and analytical abilities, with a track record of identifying challenges and offering proactive solutions.
• Experience working with technical teams to integrate and optimise SaaS or API-based platforms.
• Detail-oriented, able to manage multiple client accounts and balance day-to-day support with strategic initiatives.
• Ability to identify upsell opportunities and drive client engagement with new features or services.
• Experience creating client-facing documentation or training resources, with the ability to explain complex topics to non-technical clients.

Nice to have requirements

• Payments experience (cross-border payments, FX, or treasury) is a nice-to-have, but not essential.
• Experience working with financial data, exchange rates, or treasury management systems to help clients optimise transactions.