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

• 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
• 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

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
• Ideal 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

Pay

$102,500 - $120,600 a year Target bonus opportunity: up to 20% of base salary, based on individual performance.

Schedule

Not specified

Benefits

Not specified

Company Culture

We make things happen We act decisively and with purpose, going the extra mile. 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.

Kpler's Commitment

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.

Equal Opportunity Employer

We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.