Senior Customer Success Manager at Kpler

Dubai, Dubai, United Arab Emirates

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Commodities, Energy, MaritimeIndustries

Requirements

4+ years customer success experience in Commodities, Energy, Shipping, Fintech
Bi-lingual with proficiency in English and Arabic
Experience working with large portfolios of clients
Outgoing, personable and client-focused, with the ability to build trust with partners
Highly organised, proactive, and able to work independently and collaboratively
Ability to articulate technical concepts to both technical and non-technical audiences
Experience with CRM tools like Salesforce
Empathic, listens and understands customer’s needs through strong relationship building
Genuinely cares about clients and takes ownership of projects
Experience working with APIs, data structures and other technical concepts is greatly advantageous (programming languages not mandatory)

Responsibilities

Maintain a meaningful level of engagement with clients and be the key point of contact for inquiries
Organize sessions with clients to maintain strong engagement
Coach users to become experts on the terminal, Excel add-in, API, and data integration
Help commercial teams uncover upsell/cross-sell opportunities based on clients’ needs
Proactively align client’s goals with Kpler’s offerings
Continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.)
Ensure appropriate client contacts, documentation, reviews, and projects are added to Salesforce and kept up-to-date
Communicate with clients daily via email, phone, video calls, or face-to-face on topics like product usage, new features, and support, considering their individual needs
Liaise with internal teams such as Sales, Product, or Engineering to enable clients to use the solution at its maximum potential

Skills

Salesforce

Excel

API

Data Integration

Customer Engagement

Upsell

Cross-sell

Client Coaching

Kpler

Provides data and analytics for commodity markets

About Kpler

Kpler provides intelligence solutions for commodity markets, focusing on over 25 different commodities including oil, gas, LNG, and maritime freight. The company offers real-time data and analytics through various platforms such as a web-based terminal, API, SDK, and Excel add-in, allowing clients to easily integrate this information into their workflows. Kpler's clients, which include portfolio managers, investment firms, and brokers, use its data to make informed decisions regarding commodity flows, storage levels, and market trends. Unlike its competitors, Kpler emphasizes transparency and accuracy, providing detailed insights into complex markets, such as U.S. crude oil export flows and global storage inventories. The company's goal is to empower clients with expert insights and reliable data solutions to navigate volatile markets.

Paris, FranceHeadquarters

2014Year Founded

$214MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Financial ServicesIndustries

501-1,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Integration of MarineTraffic and FleetMon may cause operational challenges for Kpler.

Emerging data analytics startups could threaten Kpler's market share.

Economic downturns may impact Kpler's subscription-based revenue model.

Differentiation

Kpler offers real-time market intelligence for over 40 commodity markets.

Kpler's strategic acquisitions enhance its data analytics capabilities and market reach.

Kpler provides multiple access points for data integration, including API and SDK.

Upsides

Kpler's partnership with WTO boosts its credibility in global trade analytics.

Acquisitions of MarineTraffic and FleetMon strengthen Kpler's maritime sector presence.

Growing LNG markets in Asia increase demand for Kpler's cargo-tracking solutions.

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