The Role
Manage strategic customer relationships across the APAC region, driving onboarding, adoption, satisfaction, retention, and renewals. Analyze customer usage and health, provide expert support, identify risks and opportunities, and translate feedback into product improvements. Maintain customer records and success metrics in Salesforce while communicating technical concepts to diverse stakeholders. The role primarily supports complex clients, ideally in government or public-sector environments.
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.
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 CSM!
Responsibilities
- Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption, satisfaction, and retention.
- Deliver seamless onboarding experiences, ensuring clients are set up for success and understand how to maximise the value of Kpler’s solutions.
- Develop and execute tailored engagement strategies to drive adoption, improve user experience, and increase platform utilisation.
- Provide expert support through email, calls, and in-person meetings, becoming a trusted point of contact for client questions relating to Kpler’s data and workflows.
- Regularly analyse client usage and engagement trends, identifying opportunities to better align Kpler’s solutions with client objectives, such as voyage planning, competitive analysis, and risk mitigation.
- Liaise with Product and Engineering teams to translate client feedback into actionable product improvements.
- Maintain accurate and detailed records in Salesforce, including engagement plans, success metrics, and customer health indicators.
- Provide accurate assessments of customer health and renewal probability, proactively identifying and addressing potential risks.
Skills and Experience
- 5+ years of experience in Customer Success, ideally supporting Government or Public Sector clients.
- Proven experience managing a portfolio of large, complex clients and building long-term strategic relationships.
- Strong interpersonal and communication skills, with the ability to build trust and credibility with a range of stakeholders.
- Highly organised and proactive, with the ability to manage multiple priorities independently while working effectively as part of a wider team.
- Ability to clearly articulate technical concepts to both technical and non-technical audiences.
- Empathetic and customer-focused, with strong listening skills and a genuine understanding of client needs.
- Demonstrated ownership of client outcomes, with a proactive approach to identifying opportunities and resolving challenges.
- Experience working with APIs, data structures, or other technical concepts is highly advantageous. Programming experience is not required.
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
- 5+ years of experience in Customer Success
- Experience managing a portfolio of large, complex clients
- Experience building long-term strategic client relationships
- Strong interpersonal and communication skills
- Ability to manage multiple priorities independently and collaborate effectively
- Ability to explain technical concepts to technical and non-technical audiences
- Empathy, customer focus, and strong listening skills
- Proactive ownership of client outcomes and problem resolution
- Experience supporting government or public-sector clients
- Experience with APIs, data structures, or other technical concepts
- Programming experience
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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.
