Post Sales Engineer

About our SaaS Solution

SynaptiQ is 3E’s SaaS product, an independent, evolutionary software suite for asset management of renewable energy portfolios (more information on https://www.3e.eu/solutions/synaptiq). SynaptiQ collects near-real time data of more than 20 million devices spread over 10 thousands utility scale and commercial solar and wind sites spread all over the globe.

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 Post Sales 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.

Key Responsibilities:

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.

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 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.

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

Our ideal cancidate comes with exceptional personal attributes, including empathy, patience, excellent listening skills, and the ability to remain calm under pressure. We're looking for someone with a commercial mindset, balanced with the ability to manage hands-on work and strategic projects. A proactive, results-driven person with a strong "get things done" mentality.

Other requirements:

• Legal authorization to work in the EU without requiring visa sponsorship.
• A Master's degree in Information Technology, Engineering, or a related field, or equivalent work experience.
• Full professional proficiency in English and Spanish, with additional languages such as Dutch or German being a bonus.
• Proficiency in CRM or customer success software such as Salesforce, HubSpot, Gainsight, etc.
• Minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment. Experience in the solar and/or wind industry is highly advantageous.
• Proven track record of managing customer relationships and ensuring customer success.
• Strong analytical skills with a focus on KPIs and customer metrics.

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:

• Attractive salary package in line with your level of experience, including 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.
• Flexible working hours in an open-minded company
• Home working (2 days per week)
• An international environment with our projects in over 100 countries worldwide and colleagues of around 30 different nationalities
• The opportunity to continuously learn about the renewable energy sector