At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.
Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 600 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.
You will be responsible for managing a portfolio of clients from the energy, trading and financial industries, leveraging your experience in the sector to build strong relationships, drive engagement, and deliver value. This is only possible by understanding the customers’ needs and by having an outstanding knowledge of the Kpler offering.
Your Missions Will Include
- To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries.
- Coach users to be experts on our terminal, Excel add-in, API and data integration.
- Identify upsell and cross-sell opportunities by understanding client needs and business goals.
- Proactively recommend solutions that add value and enhance client success.
- Proactively align client’s goals with Kpler’s.
- Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.)
- Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date
- You’ll be in touch with clients every day either by email, phone, video calls and face to face to help them in a myriad of topics (product usage, new features, support, etc) while always taking into account their individual needs.
- To enable the client to use the solution at its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product or Engineering.
You are or have
- +4 years customer success management experience preferably in Fintech, Energy, shipping, or working for a data provider
- Minimum conversational level of Mandarin (>= CEFR B1)
- Experience managing large and diverse portfolios (>$3M ARR)
- Outgoing, personable and a client-focused person
- Has the ability to articulate technical concepts with both technical and non-technical audiences. Experience with programming languages is not mandatory to this role however experience working with APIs, Data structures and other technical concepts is greatly advantageous.
- Someone who is empathic, listens and understands the customer’s needs through strong relationship building.
- Genuinely care about your clients and take ownership of projects.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happen
We act decisively and with purpose, going the extra mile.
We build together
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
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Top Skills
What We Do
Kpler is the leading data & analytics firm providing real-time transparency in commodity markets. Relying on a methodology that combines artificial and human intelligence, the Kpler platform provides real-time data and analytics (global flows, storage, freight) on more than 40 commodities including crude oil, refined products, LNG, LPG, and dry bulk.
