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Kpler · 3 months ago

Senior Customer Success Manager (Financials)

New York

Full-time

Hybrid

Senior Level

$110K/yr - $130K/yr

5+ years exp

Kpler is dedicated to helping clients navigate complex markets by providing valuable insights in commodities, energy, and maritime sectors. The Senior Customer Success Manager will engage with financial customers, ensuring their goals align with Kpler’s offerings while improving customer success processes and maintaining client relationships.

AnalyticsBig DataFinanceImage RecognitionInformation TechnologyOil and GasPredictive AnalyticsSoftware

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

Qualification

Customer Success ManagementFinancial Client ManagementData AnalysisPythonCommunication SkillsProblem SolvingTeam PlayerAttention to DetailAdaptability

Required

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