Customer Success Intern

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.

Key Responsibilities
- Support the onboarding of new Tier 3 customers, helping ensure they understand their Kpler products and services and can start using them successfully.

- Respond to customer inquiries via email and chat, providing accurate, timely and helpful guidance, with support from the wider Customer Success and Support teams when needed.

- Monitor customer usage, engagement and health indicators using established tools and processes, and flag adoption gaps or potential risks to the Customer Success team.

- Support customer health reviews, usage reporting and CRM documentation, ensuring customer information and follow-up actions are accurate and up to date.

- Contribute to one-to-many customer engagement initiatives, including webinars, targeted campaigns and follow-up activities designed to improve adoption and product knowledge.

- Create, update and maintain scalable customer resources such as onboarding materials, Help Center articles, guides and tutorials.

- Gather customer feedback and identify recurring questions, usage patterns or opportunities that can help improve the customer experience.

- Collaborate with Customer Success, Customer Support, Sales, Product and Marketing teams to support a consistent and seamless customer journey.

Skills and Experience
- Strong written and verbal communication skills in English, with a customer-focused and helpful approach.

- Curious, proactive and eager to learn about Customer Success, SaaS products and the maritime, commodities and energy markets.

- Comfortable working with spreadsheets, data and digital tools; experience with CRM or customer engagement platforms is a plus, but not required.

- Strong attention to detail and an organised approach to documentation, reporting and follow-up activities.

- Analytical mindset with an interest in interpreting customer usage and identifying trends or adoption gaps.

- Able to work independently while collaborating effectively with colleagues across different teams and regions.

- Problem-solving mindset, strong ownership and willingness to ask questions and continuously improve.