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Senior Customer Success Manager

4 months ago

Houston, Texas, United States Kpler Full time

​​At Kpler, we simplify global trade information and provide valuable insights. Founded in 2014, our goal is to help over 10,000 organisations by offering the best intelligence on commodities, energy, and maritime through a single platform.

Working at Kpler means you'll be a key player in turning complex data into strategic resources for our clients. Your role involves creating data-driven stories that empower clients in their industries.

Your expertise helps Kpler navigate markets successfully. Your journey starts here, where innovation meets impact. Join our team of 500+ talented people from 35+ countries worldwide.

Our Customer Success Department is central to Kpler's value proposition. They are the eyes and ears on the ground, who play a critical role in managing and supporting a customer's journey with Kpler. From onboarding, training, and finding innovative solutions for client workflows, the Customer Success Manager plays a pivotal role in our success and growth as a company.

What you'll do

You will help our 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

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


• Help the commercial teams uncover upsell/cross-sell opportunities based on clients' needs


• Monitor client health across your portfolio to identify any risk, and thereafter execute relevant user initiatives to help mitigate


• Proactively align the client's goals with Kpler's


• Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.)


• Establish strategies to ensure contract renewals and client retention


• Ensure that appropriate client contacts, documentation, reviews, and projects are added to Salesforce and are up-to-date


• Stay up to date with product releases and changes, communicating them to your clients so they seamlessly see the value


• Always look for creative initiatives to implement that will engage and support clients to help increase Kpler's visibility across the user base


• You'll be in touch with clients every day either by email, phone, video calls, or face-to-face to help them with 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...


• +5 years of customer success management experience in Software-as-a-Service (SaaS/DaaS) either in the Energy, Commodity Markets, Financial, or Maritime/Shipping industry (MUST HAVE)


• You are comfortable with data and understand its relevance


• Ideally have experience with programming languages like Python or R


• Knowledge of CRM systems such as Salesforce


• 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 in autonomy without much guidance and thrive in a fast-paced, ever-changing environments


• 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, and improving processes and are good at knowledge transfer


• You genuinely care about your clients take ownership of projects, and keep an eye on long-term goals

#LI-Remote

We're a dynamic company dedicated to nurturing connections and innovating solutions that tackle market challenges head-on. If you're driven by customer satisfaction and thrive on turning ideas into reality, then you've found your ideal destination. Are you prepared to embark on this exciting journey with us?

we make things happen

We act decisively and with purpose, and we like to go the extra mile.

we build
together

We foster relationships and develop creative solutions to address market challenges with cool features and solutions.

hey, how can i help you today?

Being accessible and supportive to colleagues and clients with a friendly approach is essential.

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