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.
Your responsibilities will be:
1. Account Management:
* 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.
2. 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.
3. Client Onboarding:
* 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.
4. 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.
5. 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
To successfully fill this role, we are looking for someone with:
* A Master's degree in Engineering, or a related field.
* Minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment.
* Proven track record of managing customer relationships and ensuring customer success.
* Strong analytical skills with a focus on KPIs and customer metrics.
* Full professional proficiency in English, with additional languages such as Dutch or French being a bonus.
* A commercial mindset, balanced with the ability to manage hands-on work and strategic projects.
* A proactive, results-driven attitude with a strong "get things done" mentality.
* Exceptional personal attributes, including empathy, patience, excellent listening skills, and the ability to remain calm under pressure.
Bonus points for:
* Experience in the energy industry (particularly solar, wind, or storage).
* Proficiency in CRM or customer success software such as Salesforce, HubSpot, Gainsight, etc.
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:
* Training on the job by our experts so you get to know our solution and work in and out.
* Flexibility in our open-minded company.
* Home working (2 days per week).
* An international environment: projects in over 100 countries worldwide, colleagues of over 30 nationalities.
* Investment in your growth with many soft & hard skills training opportunities.
* A salary package including hospitalisation insurance, pension saving, €9 meal voucher/day, flexible income plan, 20 legal days off + 12 compensation days (per full year worked), sustainable transport subscription or bike allowance (€0.36/km).