Senior Customer Success Manager (Financials)

What you’ll do:

You will help our financial customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Every day is different for a Kplerian CSM!

Responsibilities

• To always 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;
• 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 to its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product, or Engineering.

Skills and Experience

• 5+ years of experience as a customer success manager, preferably in energy or commodity markets, managing a portfolio of financial clients.
• You are comfortable with data and understand its relevance.
• Ideally, have experience with programming languages like Python or R;
• You are client-focused, capable of adapting to the customers’ needs, and have strong communication skills.
• You are driven and self-disciplined. You can work autonomously without much guidance and thrive in a fast-paced, ever-changing environment.
• You are a critical thinker with attention to detail and a problem solver capable of constantly producing and curating support content.
• You are also a team player, a quick learner, and able to work with short deadlines across different tasks.
• You are methodical, analytical, and good at prioritizing. The nature of this role involves dealing with multiple stakeholders and projects simultaneously.
• You enjoy finding solutions, improving processes, and are good at knowledge transfer.
• You genuinely care about your clients and take ownership of projects, and keep an eye on long-term goals.