At a Glance
- Tasks: Build strong relationships with clients and ensure their success with Kpler's solutions.
- Company: Join Kpler, a leader in global trade intelligence with a diverse team of experts.
- Benefits: Enjoy a supportive work environment, competitive salary, and opportunities for growth.
- Other info: Kpler values diversity and encourages applicants from all backgrounds to apply.
- Why this job: Make a real impact by helping clients navigate complex markets and achieve their goals.
- Qualifications: 3+ years in customer success, excellent communication skills, and proficiency in Excel.
The predicted salary is between 60000 - 75000 £ 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.
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!
Key Responsibilities
- Build and nurture strong, proactive relationships with our strategic clients across Europe.
- Deliver seamless onboarding experiences, ensuring clients are set up for success.
- Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilisation.
- Provide expert support through email, calls, and in-person meetings—becoming the go-to resource for all client questions related to Kpler data and workflows.
- Regularly surface insights and usage trends, identifying opportunities to better align Kpler’s solutions with client objectives (e. g., voyage planning, competitive analysis, risk mitigation).
- Actively collaborate with Sales to uncover expansion opportunities and support renewals through data-backed impact narratives.
- Liaise with Product and Engineering teams to translate client feedback into actionable product enhancements.
- Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks.
Skills and Experience
- 3+ years customer success experience in Commodities, Energy, Shipping, Fintech
- Highly proficient in Excel.
- Experience working with a portfolio of large clients.
- Outgoing, personable and client-focused, with the ability to build trust with partners.
- Highly organised, proactive, and able to work independently and collaboratively.
- Has the ability to articulate technical concepts with both technical and non-technical audiences.
- Experience with CRM tools like Salesforce.
- Someone who is empathic, listens and understands the customer’s needs through strong relationship building.
- Genuinely care about your clients and take ownership of projects.
- Experience with programming languages is not mandatory to this role however experience working with APIs, Data structures and other technical concepts is greatly advantageous.
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.
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (UK) in London
✨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 Senior Customer Success Manager (UK) in London
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.
