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Kpler

Posted 13 days ago

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Senior Customer Success Manager - APAC

SingaporeHybridFull-time

AI Summary

The Senior Customer Success Manager - APAC builds and nurtures long-term client relationships, drives adoption of Kpler's trade intelligence platform, and ensures client satisfaction and retention across the APAC region.

About this role

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations 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 850 experts from 69 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.

You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!

Responsibilities

  • Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption, satisfaction, and retention.
  • Deliver seamless onboarding experiences, ensuring clients are set up for success and understand how to maximise the value of Kpler’s solutions.
  • Develop and execute tailored engagement strategies to drive adoption, improve user experience, and increase platform utilisation.
  • Provide expert support through email, calls, and in-person meetings, becoming a trusted point of contact for client questions relating to Kpler’s data and workflows.
  • Regularly analyse client usage and engagement trends, identifying opportunities to better align Kpler’s solutions with client objectives, such as voyage planning, competitive analysis, and risk mitigation.
  • Liaise with Product and Engineering teams to translate client feedback into actionable product improvements.
  • Maintain accurate and detailed records in Salesforce, including engagement plans, success metrics, and customer health indicators.
  • Provide accurate assessments of customer health and renewal probability, proactively identifying and addressing potential risks.

    • Skills and Experience

  • 5+ years of experience in Customer Success, ideally supporting Government or Public Sector clients.
  • Proven experience managing a portfolio of large, complex clients and building long-term strategic relationships.
  • Strong interpersonal and communication skills, with the ability to build trust and credibility with a range of stakeholders.
  • Highly organised and proactive, with the ability to manage multiple priorities independently while working effectively as part of a wider team.
  • Ability to clearly articulate technical concepts to both technical and non-technical audiences.
  • Empathetic and customer-focused, with strong listening skills and a genuine understanding of client needs.
  • Demonstrated ownership of client outcomes, with a proactive approach to identifying opportunities and resolving challenges.
  • Experience working with APIs, data structures, or other technical concepts is highly advantageous. Programming experience is not required.

    • Skills

    APIsClient Portfolio ManagementCustomer Health IndicatorsData StructuresEngagement StrategiesOnboardingProduct Feedback LoopsRenewal Probability AssessmentSalesforceStakeholder Communication

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