Senior Customer Success Manager
Kpler
full-time
Posted on:
Location Type: Hybrid
Location: Dubai • 🇦🇪 United Arab Emirates
Visit company websiteJob Level
Senior
About the role
- 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
Requirements
- 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.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
APIdata integrationdata structures
Soft skills
client-focusedrelationship buildingproactivehighly organisedempathetictrust buildingarticulate technical concepts