Customer Success Manager
il y a 1 semaine
3E is a leading **technology and SaaS company providing digital solutions and expert services that maximise the performance of renewable energy assets**. As a trusted data services partner, we deliver future-proof and easy-to-deploy solutions over a project’s entire lifetime, supporting developers, asset managers, operators, investors, EPC contractors and IPP's.
3E's **one-stop digital platform SynaptiQ** provides a complete range of leading SaaS solutions for development, operational asset management and analytics. In addition, 3E supplies **various expert services** for engineering, technical and strategic decision support.
3E has a proven **track record spanning more than 20 years across 100 countries**. It operates an international team of **100+ experts** from its headquarters in Brussels and offices in Barcelona, Madrid, Paris, Toulouse, Cape Town and Chennai.
Strengthened by partnerships with universities and industry pioneers, 3E continues to explore innovations and new developments in renewable energy and digitalisation, striving to provide the industry’s most advanced energy intelligence and AI-based solutions.
**About our SaaS Solution**:
We develop and operate advanced analytical services to enrich the monitoring data by:
- satellite imaging data,
- meteorological modelling,
- advanced system modelling,
- machine learning & artificial intelligence.
The platform combines domains related to big data, high-performance processing, IoT protocols and AI and is the product of the interactions between a multidisciplinary team of developers, scientists, renewable energy architects, electrical engineers, and enthusiast sales that implement, operate and commercialize SynaptiQ worldwide.
The added value realized by SynaptiQ is performance improvement and operational cost reduction for its Operations & Maintenance customers.
**The Role**:
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 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**:
- Account Management:
- Manage 3-4 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.
- 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.
- Client Onboarding:
- Manage one onboarding project 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.
- 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.
- 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**:
**Qualifications**:
- A Master's degree in Information Technology, Engineering, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in a role such as Support Engineer, Technical Account Manager, or similar, 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.
- Experience in the solar and/or wind industry is highly advantageous.
- Full professional proficiency in English, with additional languages such as Dutch or German 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.
- Legal authorization to work in the EU without requiring visa sponsorship.
- Proficiency in CRM or customer success software such as Salesforce, HubSpot, Gainsight, etc.
- Exceptional personal attributes, including empathy
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