Customer Success Specialist (Graduate) - London
Business – Customer Success
Who we are
Kpler is a technology and intelligence company providing transparency solutions in the energy markets. Our software aggregates data from hundreds of sources including radar and satellite imagery as well as logistics, governmental and shipping databases. By connecting the dots across fragmented information landscapes, we bring our clients - mostly oil and gas companies, trading houses, public utilities and shipping companies, financial institutions and hedge funds - unique, real-time understanding of supply and demand in the commodities market. The company is headquartered in Paris with offices in London, Singapore, Dubai, Houston and New York. With individuals of various backgrounds, diverse skills and international experiences, being global is in our DNA!
We rely on intelligent people to build intelligent software. Our team is composed of individuals of various backgrounds, with diversified skill sets and international experiences. Our clients are players across the energy market spectrum, with offices from Houston to Singapore.
What you’ll do
The CSM team at Kpler is looking for a junior Customer Success Specialist. This is a graduate position. As a Customer Success Specialist, you will work hand in hand with the Customer Success team to maximize client experience, engagement and retention. Our goal with this program is to give you a solid first experience in a B2B SaaS business and good exposure to the Sales and Customer Success functions. By the end of the program, we’ll expect you to be fully autonomous in any Customer Success and/or Account Management role.
Your missions will include:
- Support the Customer Success team with requests and inquiries from clients;
- Help to continuously improve the Kpler CSM process (knowledge base articles, internal tools, support FAQs, etc.);
- Monitor and implement new ways and tools of tracking customer satisfaction and engagement;Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date;
- Coach clients to be experts on our platforms and train their teams so that they make the most out of our solution.
You’ll be in touch with clients every day by email, phone and from time to time 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.
You may be a fit if...
... you have recently graduated from a Bachelor or a Master’s degree
... you have completed a first internship or equivalent experience in account management, sales, customer support or a relevant similar role
... you have a strong interest in the commodities market and basic knowledge relative to the energy market ( a relevant experience in the industry would be a plus)
... you are client-focused, capable of adapting to the customers’ needs
... you are a critical thinker and a problem solver capable of constantly producing and curating support content
... you are also a team player, 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