The Role
Support the Digital Customer Success team with onboarding, customer inquiries, usage monitoring, health reviews, CRM documentation, engagement campaigns, educational resources, and feedback analysis for Tier 3 SaaS customers. Collaborate with Customer Success, Support, Sales, Product, and Marketing teams to improve adoption, product knowledge, and the overall customer journey.
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 850 experts from 69 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 Intern, you will support our Digital Customer Success team in helping Tier 3 customers successfully onboard, adopt Kpler products and get ongoing value from our solutions. You will gain hands-on exposure to the full customer lifecycle, working across customer onboarding, engagement, support, usage analysis and scalable customer education.
This is a great opportunity for someone who is curious, detail-oriented and comfortable working with data, and who wants to build practical experience in Customer Success within a global SaaS and data intelligence business.
Key Responsibilities
- Support the onboarding of new Tier 3 customers, helping ensure they understand their Kpler products and services and can start using them successfully.
- Respond to customer inquiries via email and chat, providing accurate, timely and helpful guidance, with support from the wider Customer Success and Support teams when needed.
- Monitor customer usage, engagement and health indicators using established tools and processes, and flag adoption gaps or potential risks to the Customer Success team.
- Support customer health reviews, usage reporting and CRM documentation, ensuring customer information and follow-up actions are accurate and up to date.
- Contribute to one-to-many customer engagement initiatives, including webinars, targeted campaigns and follow-up activities designed to improve adoption and product knowledge.
- Create, update and maintain scalable customer resources such as onboarding materials, Help Center articles, guides and tutorials.
- Gather customer feedback and identify recurring questions, usage patterns or opportunities that can help improve the customer experience.
- Collaborate with Customer Success, Customer Support, Sales, Product and Marketing teams to support a consistent and seamless customer journey.
Skills and Experience
- Strong written and verbal communication skills in English, with a customer-focused and helpful approach.
- Curious, proactive and eager to learn about Customer Success, SaaS products and the maritime, commodities and energy markets.
- Comfortable working with spreadsheets, data and digital tools; experience with CRM or customer engagement platforms is a plus, but not required.
- Strong attention to detail and an organised approach to documentation, reporting and follow-up activities.
- Analytical mindset with an interest in interpreting customer usage and identifying trends or adoption gaps.
- Able to work independently while collaborating effectively with colleagues across different teams and regions.
- Problem-solving mindset, strong ownership and willingness to ask questions and continuously improve.
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
- Strong written and verbal communication skills in English
- Customer-focused and helpful approach
- Curiosity, proactivity, and eagerness to learn about Customer Success, SaaS products, and maritime, commodities, and energy markets
- Comfort working with spreadsheets, data, and digital tools
- Experience with CRM or customer engagement platforms
- Strong attention to detail and organized approach to documentation, reporting, and follow-up
- Analytical mindset and interest in interpreting customer usage and identifying adoption gaps
- Ability to work independently and collaborate effectively across teams and regions
- Problem-solving mindset, strong ownership, willingness to ask questions, and commitment to continuous improvement
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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.
