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Global Head of Customer Success @ Kpler in London

Kpler

London
contact@kpler.com

To apply for this job please visit jobs.lever.co.

In a world where trades are happening faster than ever to answer our needs, where sustainability is not just an option anymore, clarity and trust in the information we trade with are a must. 
So, say hello to Kpler! We exist to facilitate sustainable and efficient trade to meet the changing needs of our world. To do so we’ve built a Data-as-a-Service solution that does exactly that across the lifecycle of a trade.
Our solution aggregates data from hundreds of sources including radar and satellite imagery as well as logistics, governmental, shipping databases and more. Intelligently connecting the dots across fragmented information landscapes, we bring to our clients a unique, real-time understanding of the trades happening all over the world, by giving them access to live information about the movement of cargos, the availability of vessels as well as commodity storage.
To support this endeavor, we have teams in more than 9 countries and 11 key locations (Brussels, Paris, London, Athens, Vienna, Rostock, Hyères, Dubai, Singapore, Houston and New York). With individuals of various backgrounds, diverse skills, and international experiences, being global & inclusive is in our DNA!
We are looking for a results-driven and experienced Global Head of Customer Success who will be responsible for leading a team of talented Customer Success Managers who are tasked with helping customers achieve their goals by leveraging Kpler data and solutions.

Responsibilities

    • Be responsible for the Success strategy globally including the ownership of key DaaS metrics such as gross revenue retention, NPS, resolution times, CSAT and others. 
    • Manage change effectively by adapting to the ever-evolving needs of the business.    
    • Manage a growing global team by fostering a nurturing and cooperative workplace, acknowledging accomplishments, and encouraging the exchange of best practices.
    • Responsible for actively recruiting, retaining, and developing a high-performing team through strategic hiring, performance management, and professional growth opportunities.
    • Ensure productivity and the effectiveness of the teams are second to none by monitoring analytics and by having the right processes in place.  
    • Be able to support your decisions and shifts of strategies with data and have an excellent understanding of all the metrics that impact Gross Revenue Retention performance in the region
    • Act, jointly with the sales teams, as the liaison between the client and Kpler (product feedback, competition intel, etc)  
    • Collaborate and work closely with other teams: Account Management, Product, RevOps, Market Analysts, etc.
    • Ensure the teams are translating client needs into actionable feedback so the Product team can adapt the product roadmap.
    • Cooperate with your peers and management to align on the global strategy – particularly on commercial topics impacting GRR, NRR, external communications, organic and inorganic growth.

Requirements

    • Ambitiousness: ensure Kpler has the best Success metrics in our space
    • More than 5 years of experience leading CS in SaaS or DaaS in either the Energy, Commodities, Shipping, or Financial Services industries
    • Ability to quickly and constantly adapt to change, and thrive in a fast-paced environment
    • A leader that leads by example, hands-on, and always ready to go the extra mile
    • Used to work in a truly multicultural environment
    • A cooperative person with a flexible mindset
    • Availability to travel internationally (about 25% of the time)

We offer competitive compensation & benefits including work from home allowance, medical and life insurance, training and development allowance, paid volunteer work and more!
You’ll get to work in a truly global work environment, with offices in 7 countries (UK, France, Belgium, Austria, US, Dubai and Singapore), we come from more than 50 countries and speak more than 20 languages
We have truly embraced the new age of workplace flexibility where you can chose to work fully remote, hybrid or onsite
You will get a company laptop and you can choose between Windows, Mac, or Linux
Global maternity (extended leave), parental, festival and compassionate leave policies aligned to the contemporary needs of the family, and individual choices
Our values
• Be humble – We always place the interests of the collective before your own.
• Respect and care for others – We make every person feel comfortable in their own beliefs, decisions, and perspectives. 
• Take responsibility – We take ownership of our actions.
• Act with integrity -We are honest and transparent in all your dealings.
• Be bold – We push the boundaries in order to improve and grow.
You’ll get to work in a truly global environment, with more than 30 nationalities speaking more than 15 languages.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
By applying, I confirm that I have read and accept the Staff Privacy Notice

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