Customer Success Manager (Governments)
SKILLS
FULL DESCRIPTION
At [Employer hidden — view at passion-project.co.uk], 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.
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 [Employer hidden] offering. Everyday is different for a Kplerian CSM!
Key Responsibilities
- Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption and satisfaction. - Deliver seamless onboarding experiences, ensuring clients are set up for success. - Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilization. - Provide expert support through email, calls, and in-person meetings—becoming the go-to resource for all client questions related to [Employer hidden] data and workflows. - Regularly surface insights and usage trends, identifying opportunities to better align [Employer hidden]’s solutions with client objectives (e.g., voyage planning, competitive analysis, risk mitigation). - Liaise with Product and Engineering teams to translate client feedback into actionable product enhancements. - Maintain detailed records in Salesforce, including engagement plans, success metrics, and customer health indicators.
Skills and Experience
- 3+ years customer success experience working with Government / Public Sector clients. - Experience working with a portfolio of large 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. - 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.