Customer Success Manager

Hasselt, Belgium

TrendMiner, a Software AG company, develops discovery, diagnostic & predictive analytics solutions for industry. Our cross-functional agile development team is developing a brand new data mining product for process industry. TrendMiner is growing fast, so we’re always on the lookout for ambitious and enthusiastic new talent. We currently have a job opening for a customer success manager in our Belgium office.

Your challenge

As a Customer Success Manager (CSM), you will be responsible for customer adoption and retention for a specific portfolio of accounts. You will interact and build relationships with customers to ensure they are plugged into all resources TrendMiner has to offer, whether it is training, on-site support services, new release information, user support, all to ensure the customer is successful using the TrendMiner software. The CSM will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage, ensure satisfaction and identify opportunities in the accounts.

The impact you’ll be making: the CSM will enable our customers to realize business value from their investment and make our customers passionate advocates of TrendMiner. Key responsibilities include:

  • Ensure a professional and smooth integration of the added value of analytics into successful operations at our customers using our own TrendMiner platform
  • Develop operational plans based on customer goals, company and departmental KPIs like retention and customer value
  • Manage and achieve these KPIs
  • Support TrendMiner customers in the use of TrendMiner as their prime analytics toolbox, together with the Data Analytics Engineers in our Customer Success team
  • Team up with sponsor level at customers to
    • manage progress of the contract
    • manage use, value and satisfaction
    • ensure smooth contract renewals and upsell
  • Support the sales process by giving demonstrations of TrendMiner
  • Collaborate with Research in defining requirements for future features in TrendMiner
  • Collaborate with Development for product issues and requests
  • Drive internal improvement projects to continuously optimize our Customer Success approach

Your qualities

  • Minimal level of education MSc in a commercial or technical study
  • Understanding of the use of analytics in general
  • Understanding of process industry (Chemical, Oil & Gas, Food & Bev, etc.)
  • Project management experience and a commercial sense
  • Strong interpersonal skills that establish trusted advisor relationships with clients
  • Proficient in English and Dutch, both speaking and writing
  • Strong organizational/time management skills and the ability to manage multiple projects simultaneously
  • Willingness to travel to collaborate with customers
  • Motivational and inspirational personality
  • Pro-active and hands-on attitude

How to apply

You can apply for this job by emailing your information to info@trendminer.com or you can use our online application form.