Customer Success Manager

In a world where trades are happening faster than ever to answer our needs,
where sustainability is not just an option anymore, clarity and trust in the
information we trade with are a must.
So, say hello to Kpler! We exist to facilitate sustainable and efficient trade
to meet the changing needs of our world. To do so we've built a Data-as-a-
Service solution that does exactly that across the lifecycle of a trade.
Our solution aggregates data from hundreds of sources including radar and
satellite imagery as well as logistics, governmental, shipping databases and
more. Intelligently connecting the dots across fragmented information
landscapes, we bring to our clients a unique, real-time understanding of the
trades happening all over the world, by giving them access to live information
about the movement of cargos, the availability of vessels as well as the
commodity storage.
To support this endeavor we have teams in more than ‎7 countries and ‎8 key
locations (Brussels, Paris, London, Vienna, Dubai, Singapore, Houston and New
York). With individuals of various backgrounds, diverse skills, and
international experiences, being global & inclusive is in our DNA!

Our values

Be humble - We always place the interests of the collective before your own.
* Respect and care for others - We make every person feel comfortable in their own beliefs, decisions, and perspectives.
* Take responsibility - We take ownership of our actions
* Act with integrity -We are honest and transparent in all your dealings.
* Be bold - We push the boundaries in order to improve and grow.
You’ll get to work in a truly global environment, with more than ‎30
nationalities speaking more than ‎15 languages.

What you’ll do
You will help 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 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 at its maximum potential,
you’ll need to liaise with different teams at Kpler, such as Sales, Product or
Engineering.

You are or have...
* You have +‎4 years experience as a customer success manager preferably in energy, commodity markets, shipping, or working for a data provider, and have worked with CRM tools;
* 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 in autonomy without much guidance and thrive in a fast-paced , ever-changing environments
* You are a critical thinker with attention to details and a problem solver capable of constantly producing and curating support content
* You are also a team player , 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 is good at knowledge transfer
* You genuinely care about your clients and take ownership of projects, and keeps an eye on long term goals
Our People Pledge*
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.
Job Type: Full-time