Customer Success Manager - Power

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.

As a customer success manager, you will play a key role in supporting our maritime clients by understanding their needs and aligning them with our solutions. Your in-depth knowledge of our Power offerings will be critical to the client's success. Every day brings new challenges and opportunities for a Kplerian CSM!

Main responsibilities

• Client Portfolio Management: Proactively oversee the client Power portfolio with a focus on revenue retention and growth, particularly in the Power sector.
• Power Industry Expertise: Establish yourself as a trusted Power expert internally and externally, providing effective support to clients and ensuring their long-term success as a key.
• Coach users to be experts on our terminal, FTP, API and data integration.
• Client Relationships: Build and maintain strong relationships with users and key contacts across the Power accounts that will drive retention and engagement goals.
• Collaboration with Commercial teams: Working closely with the commercial teams to define priorities across accounts and align on goals for retention and growth.
• Client Health Monitoring: Monitor client health and execute initiatives to maintain strong engagement levels (e.g. minimise zero usage, establish champions etc)
• Cross-Functional Collaboration: Collaborating with product, support and commercial teams to provide a structured, unified approach to client success.
• Product Communication: Staying up-to-date on product releases, bugs, and updates, and communicating these to clients in a timely manner.
• Creative Client Engagement: Implement creative strategies to engage clients and increase Kpler’s visibility across the user base.
• Support the wide Customer Success team: Leverage your expertise of Kpler’s Power products to support the broader Customer Success (CS) team, offering guidance and training where needed. As you will be the primary Power expert within CS, you'll manage your own portfolio while also providing guidance on power-related inquiries and training for the rest of the team.
• A strong understanding of our Power solutions is essential, and you are expected to proactively share this knowledge with the wider team.

Experience

• +4 years customer success management experience in Shipping, Commodities, Energy Transition, Fintech or Data Solutions.We would be especially interested to hear from you if you possess experience within the Power industry
• Outgoing, personable and a client-focused personTechnical aptitude and ability to articulate technical concepts with both technical and non-technical audiences.
• Experience with programming languages is not mandatory to this role; however, familiarity 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
• Capable of adapting to the needs of users in financial firms, ranging from banks to hedge funds and/or physical trading houses/energy majors and service & consultancy providers.
• Genuinely care about your clients and take ownership of projects ensuring success from start to finish.