Head of Customer Success - Governments & Public Sector

Who you are

You have extensive experience in customer success, particularly within the government and public sector, and a proven track record of managing high-value accounts. Your leadership style is hands-on, and you thrive in coaching and developing teams to achieve exceptional customer outcomes. You understand the intricacies of customer relationships and are adept at navigating complex market dynamics to ensure client satisfaction and retention.

You possess strong strategic thinking skills, allowing you to develop and implement effective customer success strategies that align with organizational goals. Your attention to detail ensures that you can manage the day-to-day operations while keeping an eye on long-term objectives. You are passionate about empowering your team and fostering a culture of excellence and accountability.

You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on delivering results. Your communication skills are top-notch, enabling you to build strong relationships with clients and internal stakeholders alike. You are committed to continuous improvement and are always looking for ways to enhance the customer experience.

Desirable

Experience in the commodities, energy, or maritime sectors would be a plus, as it would provide valuable context for understanding client needs. Familiarity with data-driven decision-making and the ability to leverage insights to drive customer success initiatives is highly desirable.

What you'll do

In this role, you will oversee the global team of Customer Success Managers, ensuring they have the resources and support needed to excel in their roles. You will take a hands-on approach to coaching, providing guidance on best practices and strategies for engaging with clients effectively. Your leadership will directly influence customer outcomes, and you will be responsible for maintaining Kpler's exceptional renewal performance.

You will collaborate closely with other departments to ensure a seamless customer experience, working with sales, product, and operations teams to address client needs and feedback. Your strategic vision will help shape the direction of the customer success function, and you will be instrumental in developing initiatives that drive customer engagement and satisfaction.

You will analyze customer data and feedback to identify trends and areas for improvement, using these insights to inform your team's strategies. Your ability to communicate effectively with clients will be crucial in building trust and ensuring their needs are met. You will also play a key role in onboarding new clients, ensuring they have a positive experience from the outset.

What we offer

At Kpler, you will be part of a dynamic team dedicated to transforming complex data into actionable insights for our clients. We offer a collaborative work environment where innovation is encouraged, and your contributions will have a direct impact on our success. You will have the opportunity to work with a diverse group of professionals from various backgrounds, all committed to delivering top-tier intelligence in the commodities, energy, and maritime sectors.

We value our employees and strive to provide a supportive workplace that fosters growth and development. You will have access to ongoing training and professional development opportunities to enhance your skills and advance your career. Join us at Kpler and help shape the future of customer success in the public sector.