At a Glance
- Tasks: Build strong client relationships and drive engagement with Kpler's innovative solutions.
- Company: Join Kpler, a dynamic company transforming global trade information.
- Benefits: Inclusive culture, career growth opportunities, and a supportive team environment.
- Other info: Embrace diversity and bring your unique perspective to our collaborative team.
- Why this job: Make a real impact in the commodities sector while helping clients succeed.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 42750 - 52250 £ per year.
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 Manager (CSM) focused on commodities clients, you will own and manage a portfolio of clients, driving high levels of adoption, engagement, and retention. You’ll act as a trusted advisor and advocate, helping clients maximize the value of Kpler’s commodity and maritime intelligence solutions. By building strong client partnerships and understanding their operational needs, you’ll ensure meaningful engagement with Kpler while identifying opportunities to deepen adoption and deliver long-term value.
Responsibilities
- Build and nurture strong, proactive relationships with clients across the North American region, acting as a trusted partner throughout the customer lifecycle.
- Deliver seamless onboarding experiences, ensuring clients are effectively set up and positioned to realise value from Kpler’s solutions.
- Develop and execute tailored client engagement strategies to drive adoption, improve user experience, and maximise platform utilisation.
- Provide expert support across email, calls, and in-person meetings, becoming a trusted point of contact for client questions relating to maritime data, workflows, and platform capabilities.
- Monitor client usage, engagement, and business outcomes, proactively identifying opportunities to better align Kpler’s solutions with client objectives, including voyage planning, competitive analysis, and risk mitigation.
- Partner closely with Sales to identify expansion opportunities, support renewals, and demonstrate client value through data-driven impact narratives.
- Collaborate with Product and Engineering teams to communicate client feedback, identify recurring needs, and help translate insights into actionable product improvements.
- Maintain accurate and up-to-date client records in Salesforce, including engagement plans, success metrics, opportunities, and renewal risks.
- Proactively identify and address risks to client satisfaction, adoption, and retention, escalating issues where appropriate and coordinating cross-functional resolution.
- Share customer insights, market trends, and recurring use cases internally to help inform product development, commercial strategy, and broader customer success initiatives.
Skills and Experience
- 2+ years of experience in Customer Success, Account Management, or a client-facing role, ideally within oil and gas, energy, commodities, data, SaaS, or DaaS.
- Strong understanding of energy research workflows, industry stakeholders, and commodity tracking data, with the ability to confidently discuss data and analytics topics with clients.
- Proven experience managing a diverse book of business across accounts of varying complexity, driving adoption, engagement, retention, and measurable customer outcomes.
- Excellent communication and relationship-building skills—empathetic, attentive, and client-first, with the ability to build trusted relationships with clients.
- Highly organised and self-motivated, with a knack for understanding client needs, translating them into actionable plans, and proactively identifying opportunities to add value.
- Customer-centric and product-oriented, with a strong understanding of how to connect client objectives with product capabilities and drive meaningful adoption.
- Technically competent, with familiarity with data platforms, Excel, APIs, Python, and CRM systems such as Salesforce.
- Curious and ambitious, with a desire to continuously learn, challenge the status quo, and identify opportunities to improve the customer experience.
- Collaborative and adaptable, comfortable working cross-functionally with Sales, Product, Engineering, and other teams in a fast-paced, global environment.
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?
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of colour 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.
Customer Success - Spontaneous Application employer: Kpler
Kpler is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive growth opportunities, including professional development and the chance to work alongside talented teams across various functions. With a focus on data-driven decision-making, Kpler empowers its workforce to make impactful contributions in a fast-paced environment, making it an ideal place for those seeking meaningful and rewarding careers in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success - Spontaneous Application
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kpler. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kpler before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success - Spontaneous Application
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kpler:Your cover letter is your chance to shine! Tell us why you want to work at Kpler specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kpler!
How to prepare for a job interview at Kpler
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
