The Role
The Customer Success Associate will build relationships with clients, drive product adoption, support upsell opportunities, maintain records, and collaborate across teams to ensure client success.
Summary Generated by Built In
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.
As a Customer Success Associate, 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. Everyday is different for a Kplerian CS Associate!
Key Responsibilities
- Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships through consistent and meaningful engagement.
- Drive product adoption by coaching users to become proficient in the platform, including the terminal, Excel add-in, API, and data integrations.
- Partner closely with commercial teams to identify and support upsell and cross-sell opportunities aligned with client needs.
- Proactively understand client objectives and ensure alignment with the company’s solutions and value proposition.
- Contribute to the continuous improvement of Customer Success processes, including knowledge base content, internal tools, and support resources.
- Maintain accurate and up-to-date records of client interactions, accounts, and projects within Salesforce.
- Engage with clients on a daily basis via email, phone, video conferencing, and in-person meetings, providing support across product usage, new features, and issue resolution.
- Collaborate cross-functionally with Sales, Product, and Engineering teams to deliver optimal client outcomes and maximise value realisation.
Skills and Experience
- 0–2 years of experience in Customer Success, preferably within FinTech, Energy, Shipping, or a data provider environment. Fresh graduates are welcome to apply.
- Native-level proficiency in Chinese and fluency in English.
- Strong interpersonal skills with an outgoing, personable, and client-focused approach.
- Demonstrated empathy and the ability to actively listen and understand customer needs through effective relationship-building.
- A genuine commitment to client success, with a strong sense of ownership and accountability for projects.
- Ability to clearly articulate technical concepts to both technical and non-technical audiences.
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
Skills Required
- 0-2 years of experience in Customer Success, preferably within FinTech, Energy, Shipping, or a data provider environment.
- Native-level proficiency in Chinese and fluency in English.
- Strong interpersonal skills with an outgoing, personable, and client-focused approach.
- Demonstrated empathy and relationship-building skills.
- Strong sense of ownership and accountability for projects.
- Ability to articulate technical concepts to diverse audiences.
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The Company
What We Do
Kpler is the leading data & analytics firm providing real-time transparency in commodity markets. Relying on a methodology that combines artificial and human intelligence, the Kpler platform provides real-time data and analytics (global flows, storage, freight) on more than 40 commodities including crude oil, refined products, LNG, LPG, and dry bulk.
