About this role

Key Responsibilities

- Build and nurture strong, proactive relationships with maritime clients including shipowners, charterers, brokers, and traders.

- Deliver seamless onboarding experiences, ensuring clients are set up for success with our vessel tracking tools, port analytic and fleet monitoring.

- Identify, assess, and flag internally customer risks to ensure successful adoption and retention.

- 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 maritime data and workflows.

- Regularly surface insights and usage trends, identifying opportunities to better align Kpler’s solutions with client objectives (e.g., voyage planning, competitive analysis, risk mitigation).

- Actively collaborate with Sales to uncover expansion opportunities and support renewals through data-backed impact narratives.

- Liaise with Product and Engineering teams to translate maritime client feedback into actionable product enhancements.

- Contribute to support documentation, workflow guides, and maritime-focused success playbooks.

- Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks.

Skills and Experience

- 2+ years of experience in Customer Success, Account Management, or a client-facing role—within maritime, shipping analytics, or commodities data services.

- Strong understanding of maritime workflows, industry stakeholders, and vessel tracking data.

- Proven track record managing diverse accounts with varying levels of complexity and technical engagement.

- Excellent communication and relationship-building skills—empathetic, attentive, and client-first.

- Organised and self-motivated, with a knack for translating client needs into actionable plans.

- Familiarity with data platforms, Excel, APIs, and maritime analytics tools.

- Experience with CRM systems like Salesforce is a strong plus.

- Enthusiastic about client success and excited by the opportunity to work in a fast-paced, global environment.