Senior Customer Success Manager
Kpler
Employer Active
Posted 19 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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!
Your mission is to:
- To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from clients
- To organize sessions with the clients to maintain a strong level of engagement
- Coach users to be experts on our terminal, Excel add-in, API and data integration.
- Help the commercial teams uncover upsell/cross-sell opportunities based on clients needs.
- Proactively align client s goals with Kpler s
- Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.);
- Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date;
- You ll be in touch with clients every day either by email, phone, video calls and face to face to help them in a myriad of topics (product usage, new features, support, etc) while always taking into account their individual needs.
- To enable the client to use the solution at its maximum potential, you ll need to liaise with different teams at Kpler, such as Sales, Product or Engineering
Desired Candidate Profile
4+ years customer success experience in Commodities, Energy, Shipping, Fintech
- Bi-lingual with a proficiency in English and Arabic
- Experience working with large portfolios of 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.
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