Senior Customer Success Manager

Kpler; Dubai; On-site; AED 257,000 - 331,000; Full time

Job summary

A leading data intelligence company in Dubai is seeking a Customer Success Manager to engage with clients in the commodities and energy sectors. The ideal candidate will have over 4 years of customer success experience, be fluent in English and Arabic, and possess strong interpersonal skills to foster relationships. The role involves coaching clients on Kpler's offerings and aligning client goals with the company’s solutions. This position promises a dynamic work environment and impactful results.

Qualifications

• 4+ years customer success experience in Commodities, Energy, Shipping, Fintech.
• Experience working with large portfolios of clients.
• Ability to articulate technical concepts to varied audiences.

Responsibilities

• Maintain meaningful level of engagement with clients.
• Organize sessions to strengthen client relationships.
• Help clients maximize the use of Kpler solutions.

Skills

Customer success experience in Commodities

Bilingual English and Arabic

Client management

Technical communication

CRM tools like Salesforce

Relationship building

Proactiveness

Organizational skills

Job description

At Kpler, we are dedicated to helping clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organizations to make informed decisions in commodities, energy, and maritime sectors. Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

As a Kpler Customer Success Manager, you will help customers achieve their goals by understanding users’ needs and mastering our 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 clients
• To organize sessions with the clients to maintain a strong level of engagement
• 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 at its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product or Engineering

It will be a match if you are or have:

• 4+ years customer success experience in Commodities, Energy, Shipping, Fintech
• Bi-lingual with a proficiency in English and Arabic
• Experience 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 make things happen

We build together

We foster relationships and develop creative solutions to address market challenges.

We are here to help

We are accessible and supportive to colleagues and clients with a friendly approach.

Our People Pledge

Don’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.

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