Customer Success Lead

**About Us**

**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**_
- Firm understanding of how Duco AIDP can help solve our customer’s pain points and drive value.
- Perform demos and training on Duco’s AIDP offering.
- Lead customer workshops, driving adoption, best practices and growth.
- Leverage your knowledge of Duco AIDP and how it adds value for similar customers to effectively 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

**Benefits**:

- Cell phone reimbursement
- Company car
- Company computer
- Company phone
- Eco vouchers
- Food allowance
- Fuel card
- Hospitalization insurance
- Life insurance
- Unlimited paid time off
- Work from home

Work Location: Hybrid remote in 2060 Antwerp