Customer Success Engineer

Job Description

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).