Customer Success Manager

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 500 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 manage a portfolio of our Tier 3 accounts covering both Commodities, Energy Transition and Maritime opportunities. These accounts will be low-touch/tech-touch, you will be required to monitor the health of the account and enable customers to access the full potential of their Kpler subscription contributing directly to retention and growth! 

Main Responsibilities:

• Proactively oversee the client portfolio from a customer success perspective, with the ultimate aim of hitting our key KPI’s around revenue and logo retention.
• Have a strong focus on the Tier 3 global portfolio.
• Establish yourself as a key player internally and externally by effectively supporting these accounts and owning the success.
• Build and maintain a strong relationship with users and key contacts across our high-potential accounts that will help retention goals and growth.
• Working closely with the commercial teams, understand and define priorities across accounts to help define relevant goals to hit key KPIs around retention and growth
• Monitor client health across accounts and create and execute relevant user initiatives to maintain strong health levels (e.g. minimise zero usage) fostering a one-to-many approach
• Deliver strong and effective engagement campaigns that will engage and support clients to help increase Kpler’s visibility across the user base, leveraging all internal resources/tools 
• Collaborating with commercial and relevant business teams to establish plans that can help provide structure and a unified approach from a success, support, product, and commercial perspective across clients
• Staying up to date with product releases, bugs, and changes and communicating these to the client in a timely manner
• Contribute to process improvements with an innovative approach to replace manual processes with automation.

Experience

• +2 years customer support or success experience preferably in Fintech, Energy, shipping, or working for a data provider. In particular we would be very interested to hear from you if you have experience within the Maritime sector
• Outgoing, personable and a client-focused personHas 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.

By applying, I confirm that I have read and accept the Staff Privacy Notice