Client Success Lead

Duco; Antwerpen; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A software company in Antwerp is looking for a Customer Success Manager to drive outcomes for the AIDP platform. You will manage client segments, ensure product adoption, and maintain trusted advisor relationships with stakeholders. Ideal candidates have 5+ years of experience in customer success or related fields, and must be fluent in Dutch. Competitive salary and benefits package offered, with flexible working options.

Prestations

Competitive salary package

Participation in NRR & Performance Bonus scheme

Group life insurance and pension plan

Unlimited annual holiday

Flexible working policy

Personal learning and development opportunities

Qualifications

• 5+ years of experience in a Customer Success, Pre-Sales, Consulting, or Project Management role.
• Experience managing a high touch and scaled client segment.
• Understanding of Intelligent Document Processing, ETL, or Data Orchestration technologies.
• Ability to travel 25% of the time.

Responsabilités

• Lead Duco’s AIDP Client Segment at scale and help achieve desired outcomes.
• Track customer health indicators and proactively identify risks.
• Develop knowledge of Duco’s Product Offering and perform demos.

Connaissances

Customer Success management

Strong presentation and communication skills

Challenge management skills

Ownership mindset

Fluent Dutch

Outils

Salesforce

Tableau

Vitally

Description du poste

About Us

Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI.

We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

We’re headquartered in London and have offices in New York, Boston, Wroclaw, Singapore, and Antwerp. We’re proud to call some of the largest global financial institutions our clients, including over 15 of the world’s largest international banks, as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.

The Role

You will be joining the EMEA Customer Success Team, focused on Duco’s Adaptive Intelligent Document Processing (AIDP) customers. Reporting to the Head of Customer Success, your ultimate goal is to drive successful outcomes for our customers and further adoption of the Duco AIDP platform, both through existing and new use cases.

Primary Responsibilities

• Lead Duco’s AIDP Client Segment at scale, enable these Accounts on the Duco AIDP platform and help them achieve their desired outcomes and ROI, resulting in product adoption, increased usage, retention and accelerated growth.
• Understand the customer’s business objectives and articulate value realisation back to the customer.
• Identify opportunities for expansion, services and training. Partnering with account management to build a business case.
• Track customer health indicators, usage patterns, proactively identifying risks and taking action to improve retention and outcomes.
• Build and maintain trusted advisor relationships with relevant and senior stakeholders.
• Lead governance and ad hoc meetings with the relevant and senior stakeholders.
• Handle strategic account conversations and guide Senior Stakeholders on industry and Duco AIDP best practices.
• Develop robust knowledge and understanding of Duco’s Product Offering, including how Duco AIDP can help solve customer pain points and drive value.
• Perform demos and training on Duco’s AIDP offering.
• Lead customer workshops, driving adoption, best practices and growth.
• Leverage knowledge of Duco AIDP to guide customers towards their desired outcomes.
• Be the voice of the customer within Duco and the Duco voice to the customer. Collaborate cross-departmentally to help drive customer outcomes and deliver value.
• Work closely with Product and Engineering leadership to drive the strategic roadmap, customer projects and relevant initiatives.
• Partner with Professional Services to deliver implementation and growth projects.
• Partner with Support to ensure customer outcomes and satisfaction in BAU.
• Partner with Account Management to drive account and stakeholder expansion.

We are looking for someone with:

(List the must-have experiences, qualifications and person specification)

• 5+ years experience in a Customer Success, Pre-Sales (Solutions Architect), Consulting or Project Management role ideally with experience managing a high touch and scaled (tech-touch) motion. Added benefit with experience specifically within a Tech or SaaS environment.
• Experience managing a client segment or multiple projects/accounts at scale including establishing and optimising processes and playbooks.
• An understanding of Intelligent Document Processing, ETL, Data Orchestration or similar technologies.
• Strong presentation and communication skills so that you can explain concepts and user stories with confidence.
• Approach problems with a practical mindset, focusing on realistic solutions that are both effective and efficient.
• Strong challenge management skills, able to independently address complex asks and resolve challenges.
• Ownership mindset, able to independently lead key customer engagements and drive outcomes.
• Consultative and Technical acumen able to leverage tools like Tableau and articulate technical concepts.
• Experience with CRM and Operations platforms like Salesforce, Vitally etc.
• Fluent Dutch, as you’ll be working mainly with our Belgian and Benelux based customers.
• Ability to travel 25% of the time.

Benefits

• Competitive salary package aligned with your skills and experience. Reviewed annually.
• Participation in the NRR & Performance Bonus scheme
• Group life insurance and pension plan by AXA
• Hospitalisation Insurance by ALAN (Delight Programme)
• Company car or tax-free mobility budget
• Enhanced family leave provisions
• Unlimited annual holiday, because we trust our people to manage their own time off
• Company phone and subscription by Orange
• Lunch allowance (meal tickets)
• 4 Volunteering days off
• Flexible working policy (2-3 days per week in office)
• Opportunity to work abroad for up to 6 weeks per year.
• Personal learning and development opportunities (annual dedicated budget)
• Referral bonus if we hire someone great who you’ve recommended to us
• Spot Rewards
• Employee of the Month and Employee of the Year award

Want to do a little more research before you apply?

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn.

Disclaimer

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at [e-mail]. Include your contact information, the role you're applying for, and how we can accommodate you.

During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.