Kpler10d ago

Customer Success Associate (12 months FTC)

ChinaFixed-termmid

OtherCustomer Success Associate

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Overview

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

Technical Tools

OtherCustomer Success Associate

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 700 experts from 35+ 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.

As a Customer Success Associate, 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 CS Associate!

Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships through consistent and meaningful engagement.

Drive product adoption by coaching users to become proficient in the platform, including the terminal, Excel add-in, API, and data integrations.

Partner closely with commercial teams to identify and support upsell and cross-sell opportunities aligned with client needs.

Proactively understand client objectives and ensure alignment with the company’s solutions and value proposition.

Contribute to the continuous improvement of Customer Success processes, including knowledge base content, internal tools, and support resources.

Maintain accurate and up-to-date records of client interactions, accounts, and projects within Salesforce.

Engage with clients on a daily basis via email, phone, video conferencing, and in-person meetings, providing support across product usage, new features, and issue resolution.

Collaborate cross-functionally with Sales, Product, and Engineering teams to deliver optimal client outcomes and maximise value realisation.

0–2 years of experience in Customer Success, preferably within FinTech, Energy, Shipping, or a data provider environment. Fresh graduates are welcome to apply.

Native-level proficiency in Chinese and fluency in English.

Strong interpersonal skills with an outgoing, personable, and client-focused approach.

Demonstrated empathy and the ability to actively listen and understand customer needs through effective relationship-building.

A genuine commitment to client success, with a strong sense of ownership and accountability for projects.

Ability to clearly articulate technical concepts to both technical and non-technical audiences.