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About the Role
Kpler is dedicated to helping clients navigate complex markets by simplifying global trade information and providing valuable insights. We empower organizations to make informed decisions in commodities, energy, and maritime sectors through user-friendly platforms and actionable strategies.
Responsibilities
- Maintain a meaningful level of engagement with clients and serve as the key point of contact for inquiries.
- Coach users on the Kpler terminal, Excel add-in, API, and data integration.
- Assist commercial teams in identifying upsell/cross-sell opportunities based on client needs.
- Proactively align client goals with Kpler's offerings.
- Contribute to the continuous improvement of Kpler's Customer Success processes, including knowledge base articles, internal tools, and support FAQs.
- Ensure client contacts, documentation, reviews, and projects are accurately recorded and updated in Salesforce.
- Engage with clients daily via email, phone, video calls, and in-person to address product usage, new features, and support needs, while considering individual client requirements.
- Liaise with internal teams such as Sales, Product, and Engineering to enable clients to maximize their use of the solution.
Requirements
- 5+ years of experience as a customer success manager, preferably in energy or commodity markets, managing a portfolio of financial clients.
- Comfortable with data and understanding its relevance.
- Experience with programming languages like Python or R is ideal.
- Client-focused with the ability to adapt to customer needs and strong communication skills.
- Driven and self-disciplined, capable of working autonomously in a fast-paced, ever-changing environment.
- Critical thinker with attention to detail and problem-solving capabilities, adept at producing and curating support content.
- Team player, quick learner, able to work with short deadlines across different tasks.
- Methodical, analytical, and skilled in prioritization, capable of managing multiple stakeholders and projects simultaneously.
- Enjoys finding solutions, improving processes, and excels at knowledge transfer.
- Genuinely cares about clients, takes ownership of projects, and focuses on long-term goals.
Skills
- Customer Success Management
- Client Engagement
- Product Coaching
- Sales Support
- Process Improvement
- Salesforce Management
- Communication
- Problem Solving
- Data Analysis
- Programming (Python, R)
- Critical Thinking
- Time Management
- Teamwork
- Adaptability
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $102,500 - $120,600 a year
- Target bonus opportunity: up to 20% of base salary, based on individual performance.
About the Company
- Kpler is dedicated to nurturing connections and innovating solutions to tackle market challenges head-on.
- 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.
Equal Opportunity
- 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.