As a Customer Success Engineer, you will play a pivotal role in managing the end-to-end customer journey. Your responsibilities will range from overseeing the onboarding of new clients to managing the ongoing success of mature accounts. This role demands a proactive approach to account management, issue detection, and continuous platform and service improvement.
Key Responsibilities:
Account Management:
- Gradually build up to manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating their success and value from SynaptiQ.
- Maintain and build long-term relationships with customers, ensuring their ongoing satisfaction and aligning services with their business goals.
- Identify opportunities for upselling and cross-selling, enhancing customer engagement and value.
- Define and report on success metrics for each account, including customer satisfaction scores, retention rates, and revenue generated from upselling.
Issue and Opportunity Detection:
- Continuously monitor the health metrics of our customer base to identify critical patterns.
- Proactively address potential issues and identify opportunities for further engagement and improvement.
Client Onboarding:
- Build up to manage 1 to 3 onboarding projects at a time, tailoring the process to meet each client's unique needs and guiding them towards becoming a mature customer.
- Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.
Training and Webinars:
- Conduct comprehensive training sessions and webinars for clients to ensure proficient use of the SynaptiQ platform.
- Develop user guides and training materials tailored to client needs.
- Foster customer advocacy by creating case studies, testimonials, and facilitating customer references that highlight the success and value of our platform.
Collaboration and Continuous Improvement:
- Work collaboratively within the Customer Success team and with other teams, including Presales, Support, and Development.
- Contribute to the ongoing growth and improvement of the platform and services.
Requirements
Our ideal cancidate comes with exceptional personal attributes, including empathy, patience, excellent listening skills, and the ability to remain calm under pressure. We're looking for someone with a commercial mindset, balanced with the ability to manage hands-on work and strategic projects. A proactive, results-driven person with a strong "get things done" mentality.
Other requirements:
- Legal authorization to work in the EU without requiring visa sponsorship.
- A Master's degree in Engineering
- Full professional proficiency in English and Spanish, with additional languages such as Dutch or German being a bonus.
- Proficiency in CRM or customer success software such as Salesforce, HubSpot, Gainsight, etc.
- Experience in the solar and/or wind industry is highly advantageous.
- Strong analytical skills with a focus on KPIs and customer metrics.
Benefits
Our offices are hidden in the centre of Brussels with a view on a pond, with ducks and a heron bringing a regular visit. In addition to a stimulating atmosphere in a highly motivated group of people, 3E offers a unique opportunity to further develop yourself in a company/team with an ambitious growth plan, delivering innovative services.
Furthermore:
- Salary in line with your level of experience and a package which includes: group insurance, hospital insurance, meal vouchers (8 euros), eco vouchers, representation allowance, company mobile phone + subscription, 32 days of vacation and a flex income plan.
- Sustainable transport: easy access with public transport, 100% reimbursement of public transport fare, bicycle allowance.
- Flexibility in our open-minded company.
- Home working (2 days per week) and a flexible & gliding working regime
- An international environment: projects in over 100 countries worldwide, colleagues of more than 25 nationalities.
- Opportunities to grow in the role and become more client facing over time. Opportunities to follow personal development and other trainings.