Customer Success Associate at Kpler

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 700 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. Responsibilities • Client Portfolio Management: Proactively oversee the Gas and Power portfolio with a focus on revenue retention and growth, particularly in the relevant sector. • Gas and Power Industry Expertise: Establish yourself as a trusted Gas and 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 Gas and Power products to support the broader Customer Success (CS) team, offering guidance and training where needed. As you will be the primary Gas and Power expert within CS, you'll manage your own portfolio while also providing guidance on gas and power-related inquiries and training for the rest of the team. A strong understanding of our Gas and Power solutions is essential, and you are expected to proactively share this knowledge with the wider team. Skills and Experience • +2 years customer success management experience in Energy Transition, Fintech or Data Solutions. • We would be especially interested to hear from you if you possess experience within the Gas or Power industry. • Outgoing, personable and a client-focused person. • Technical 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. • Genuinely care about your clients and take ownership of projects ensuring success from start to finish. • 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. 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