Customer Success Engineer

3E; Belgique; Hybride; EUR 50 000 - 75 000; Plein temps

Avantages offerts par ce poste

Training on the job

Flexible work culture

Home working 2 days/week

International environment

Growth opportunities

Résumé du poste

3E in Belgium is seeking a Customer Success Engineer who will own the end-to-end customer journey, from onboarding to ongoing success across mature accounts.

You will manage 5–15 accounts, monitor KPIs, detect issues, and drive platform improvements. You’ll conduct training and webinars, create guides, and collaborate with Presales, Support, and Development to grow value.

This hybrid role offers home working 2 days a week, an international environment, and a clear path for growth.

Qualifications

• Master’s degree in engineering or related field.
• Minimum 2 years in a customer-facing role 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; Dutch or French a bonus.

Responsabilités

• Own end-to-end customer success: onboarding, adoption, and renewal.
• Manage 5–15 mature accounts, monitor KPIs and value.
• Identify upsell/cross-sell opportunities and report on success metrics.
• Conduct training and webinars; create user guides.
• Collaborate with Presales, Support, and Development for continuous improvement.

Connaissances

Customer-facing

Analytical skills

KPI tracking

Commercial mindset

Formation

Master’s degree in Engineering

Outils

Salesforce

HubSpot

Gainsight

Description du poste

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).