Overview
As a Customer Success Associate, you will play a key role in supporting our Gas and Power clients by understanding their needs and aligning them with our solutions. Your in-depth knowledge of our Gas and Power offerings will be critical to the client’s success.
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 wider 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. You will manage your own portfolio while also providing guidance on gas and power-related inquiries and training for the rest of the team.
Skills and Experience
- +2 years customer success management experience in Energy Transition, Fintech or Data Solutions.
- Experience within the Gas or Power industry is encouraged.
- Outgoing, personable and a client-focused person.
- Technical aptitude and ability to articulate technical concepts with both technical and non-technical audiences. Familiarity with APIs, data structures and other technical concepts is advantageous.
- Empathic, listens and understands the customer’s needs through strong relationship building.
- Genuinely cares about clients and takes ownership of projects to ensure 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.
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.
Kpler is committed to providing a fair, inclusive and diverse work environment. We are an equal opportunity employer and welcome applicants from diverse backgrounds and experiences.
By applying, I confirm that I have read and accept the Staff Privacy Notice. We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are made by humans.
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