Lead customer success for financial clients by maintaining high engagement, coaching users on Kpler terminal, Excel add-in, API and integrations, uncovering upsell opportunities, aligning client goals with product, maintaining Salesforce records, improving CS processes and documentation, and liaising with Sales, Product, and Engineering to maximize customer value.
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 850 experts from 69 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.
What you’ll do:
You will help our financial customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Every day is different for a Kplerian CSM!
Responsibilities
- To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from clients
- Coach users to be experts on our terminal, Excel add-in, API and data integration.
- Help the commercial teams uncover upsell/cross-sell opportunities based on clients’ needs.
- 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 to its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product, or Engineering.
Skills and Experience
- 5+ years of experience as a customer success manager, preferably in energy or commodity markets, managing a portfolio of financial clients.
- You are comfortable with data and understand its relevance.
- Ideally, have experience with programming languages like Python or R;
- You are client-focused, capable of adapting to the customers’ needs, and have strong communication skills.
- You are driven and self-disciplined. You can work autonomously without much guidance and thrive in a fast-paced, ever-changing environment.
- You are a critical thinker with attention to detail and a problem solver capable of constantly producing and curating support content.
- You are also a team player, a quick learner, and able to work with short deadlines across different tasks.
- You are methodical, analytical, and good at prioritizing. The nature of this role involves dealing with multiple stakeholders and projects simultaneously.
- You enjoy finding solutions, improving processes, and are good at knowledge transfer.
- You genuinely care about your clients and take ownership of projects, and keep an eye on long-term goals.
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
Kpler New York, New York, USA Office
1740 Broadway, New York, NY, United States
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