Customer Success Advisor supporting account management and driving new opportunities in VodafoneThree Business customer base. Managing inbound and outbound calls for customer needs and NPS improvement.
About the role
- Customer Success Manager at Kpler supporting clients in navigating the commodities market landscape. Engaging with clients and aligning their goals with Kpler's solutions.
Responsibilities
- Help customers achieve their goals by understanding users’ needs and having an outstanding knowledge of the Kpler offering.
- Maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from clients.
- 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.
Requirements
- +2 years of customer success management experience in maritime, shipping
- Experience working with B2B customers (100+ users and owned book value >$3M ARR)
- Outgoing, personable, and a client-focused person
- Has the ability to articulate technical concepts with both technical and non-technical audiences. Whilst experience with programming languages is not mandatory for this role, experience with API would be beneficial.
- Someone who is empathic, listens, and understands the customer’s needs through strong relationship-building
- Capable of adapting to the needs of physical trading houses/energy majors.
- Genuinely care about your clients and take ownership of projects
Benefits
- Inclusive and diverse work environment
- Opportunities to add new perspectives to the team
- Supportive culture
- Access to colleagues and clients with a friendly approach
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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