Customer Success Expert

As a Customer Success Manager, 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 onto our solution platform 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 in this role are mainly divided over the following 5 buckets. That doesn't mean tasks are always limited to these, as we stimulate collaboration, helping each other out and personal development wherever possible.

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.

This role plays an important part in our customer retention and overall success in the market, so our ideal candidate comes with 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 is what we're looking for to be a succesful asset to our team.

• A Master's degree in Engineering, or a related field.
  This job requires an 'engineers mind' that can make quick and understandable links and quickly generalise specific information into a broader approach
• Full professional proficiency in English, with additional languages such as Dutch, Spanish, or German being a bonus.
  Our company's main language is English and you'll deal with clients all over Europe mainly, and into the US and other parts of the world occasionally.
• Experience in the renewable energy industry (particularly solar, wind, or storage)
  In order to understand how our solution helps customers, it will greatly help to have a background in the sector and know how solar and wind plants operate.
• Minimum of 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.
• Legal authorization to work in the EU without requiring visa sponsorship.
• Proficiency in CRM or customer success software such as Salesforce, HubSpot, Gainsight, etc.
  

We'd really value our new collague to come with exceptional personal attributes such as empathy, patience, excellent listening skills, and the ability to remain calm under pressure.

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.