Customer Success Associate

Responsibilities

• Client Portfolio Management: Proactively oversee the Gas and Power portfolio with a focus on revenue retention and growth, particularly in the relevant sector. 

• Gas and Power Industry Expertise: Establish yourself as a trusted Gas and Power expert internally and externally, providing effective support to clients and ensuring their long-term success as a key. 

• Coach users to be experts on our terminal, FTP, API and data integration.

• Client Relationships: Build and maintain strong relationships with users and key contacts across the Power accounts that will drive retention and engagement goals.

• Collaboration with Commercial teams: Working closely with the commercial teams to define priorities across accounts and align on goals for retention and growth.

• Client Health Monitoring: Monitor client health and execute initiatives to maintain strong engagement levels (e.g. minimise zero usage, establish champions etc)

• Cross-Functional Collaboration: Collaborating with product, support and commercial teams to provide a structured, unified approach to client success.

• Product Communication: Staying up-to-date on product releases, bugs, and updates, and communicating these to clients in a timely manner.

• Creative Client Engagement: Implement creative strategies to engage clients and increase Kpler’s visibility across the user base.

• Support the wide Customer Success team: Leverage your expertise of Kpler’s Gas and  Power products to support the broader Customer Success (CS) team, offering guidance and training where needed. As you will be the primary Gas and Power expert within CS, you'll manage your own portfolio while also providing guidance on gas and power-related inquiries and training for the rest of the team. A strong understanding of our Gas and Power solutions is essential, and you are expected to proactively share this knowledge with the wider team.

Skills and Experience

• +2  years customer success management experience in Energy Transition,  Fintech or Data Solutions.

• We would be especially interested to hear from you if you possess experience within the Gas or Power industry.

• Outgoing, personable and a client-focused person.

• Technical aptitude and ability to articulate technical concepts with both technical and non-technical audiences. Experience with programming languages is not mandatory to this role; however, familiarity with APIs, data. structures and other technical concepts is greatly advantageous.

• 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 ensuring success from start to finish.

• Capable of adapting to the needs of users in financial firms, ranging from banks to hedge funds and/or physical trading houses/energy majors and service & consultancy providers.