Executive Assistant
METEOR
Job Level
Senior
About the role
- Maintain meaningful engagement with clients and act as the key point of contact for inquiries
- Coach users to be experts on our terminal, Excel add-in, API and data integration
- Identify upsell and cross-sell opportunities by understanding client needs and business goals
- Proactively recommend solutions that add value and align client goals with Kpler’s
- Proactively align client’s goals with Kpler’s and ensure customer success
- Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.)
- Ensure appropriate client contacts, documentation, reviews and projects are added to Salesforce and kept up-to-date
- Daily contact with clients via email, phone, video calls and face-to-face to support product usage, new features and other topics
- Liaise with Sales, Product and Engineering teams to enable clients to use the solution at maximum potential
Requirements
- +4 years customer success management experience preferably in Fintech, Energy, shipping, or working for a data provider
- Minimum conversational level of Mandarin (>= CEFR B1)
- Experience managing large and diverse portfolios (>$3M ARR)
- Outgoing, personable and a client-focused person
- Ability to articulate technical concepts with both technical and non-technical audiences; experience with APIs and data structures advantageous
- Empathic with strong relationship-building skills
- Ownership mindset and genuine care for clients
- Outstanding knowledge of Kpler offering and ability to understand customer needs
