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Responsibilities
Your future positionYou 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 clientsTo organize sessions with the clients to maintain a strong level of engagementCoach 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’sHelp 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 EngineeringIt will be a match if you are or have:4+ years customer success experience in Commodities, Energy, Shipping, FintechBi-lingual with a proficiency in English and ArabicExperience 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.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 happenWe act decisively and with purpose, going the extra mile.We build togetherWe foster relationships and develop creative solutions to address market challenges.We are here to helpWe are accessible and supportive to colleagues and clients with a friendly approach.Our People PledgeDon’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 NoticeWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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