Strategic Customer Success Manager

TrendMiner are currently seeking a Strategic Customer Success Manager (gn). The position is available immediately at our Headquarters in Hasselt, Belgium or as hybrid model close to the Headquarters, possible in Germany as well.

As a TrendMiner Strategic Customer Success Manager (SCSM you are responsible for the adoption and retention of a specific portfolio of accounts in different verticals. You interact and build relationships with customers to ensure they are plugged into all resources TrendMiner has to offer, such as customer training, on-site support services, sharing new release information, user support, all to ensure the customer is successfully generating business value using the TrendMiner platform.

In return, we offer you

• The opportunity to work with a dynamic and fast-growing company in the industrial analytics space
• Work with a global team of experts in data science, software engineering, and industrial automation
• Competitive salary and benefits package, including a company car or mobility budget
• A flexible remote work policy or fully remote outside of Belgium
• A great office at the Corda Campus in Hasselt
• Career growth and development opportunities in a rapidly expanding company
• Joining a visionary technical innovator where you can work with state-of-the-art tools
• Fun, collaborative, and challenging work environment
• Flexible working hours and attention to work/life balance
• An open-minded culture where you can 'be your best you'
• Personal Learning and Development budget and guidance
• Company managed and external training opportunities

Your Role

Success planning and enablement

• Develop and complete Success plans based on customer goals, company and departmental KPIs (retention, customer value etc.)
• Accelerate time-to-value for customers by proactively facilitating a smooth
  
  customer experience
• Build and manage stakeholder relationships of the customers in your portfolio
• Comprehend customer's business needs and tailor the TrendMiner Customer Journey to deliver business value

Opportunity & Risk Management

• Identify, log and discuss risks/opportunities about renewal, value, and expansion
• Share insights with project managers to avoid and mitigate projects risks
• Proactively create and execute action plans to resolve identified risk

Collaboration

• Work with sponsors and project managers to drive TrendMiner value, adoption and satisfaction & ensure smooth contract renewals and upsell
• Support TrendMiner customers in the use of TrendMiner as their analytics toolbox, together with the Data Analytics Engineers in our Customer Success team
• Support and collaborate with the sales team by offering customer insights
• Collaborate with the Product team to define requirements for future TrendMiner features by capturing key requirements and business value from customers
• Collaborate with the Support and R&D teams for product issues and requests
• Identify and drive internal improvement projects to continuously optimize our
  
  Customer Success approach

Your Skills

• B.Sc. in Engineering or in a technical study or equivalent relevant experience
• Previous experience using data analytics
• You understand the processing industry (Chemical, Oil & Gas, Food & Bev, etc.)
• 2+ years of experience in Customer Success Management, especially in a B2B software company
• Capable of handling multiple, complex projects at the same time
• Able to decide which projects are most important based on their current and future impact on the business
• Proficient in German and English, both speaking and writing. Other languages (French, Spanish, Dutch) are a strong plus
• Experience in managing projects and handling changes
• Takes the initiative when working with customers and teammates
• Focused on delivering value to TrendMiner's customers
• Strong interpersonal skills that help build trusted relationships with clients
• Comfortable working with uncertainty and curious enough to move forward, even when not all information is available
• Excellent at organizing, prioritizing tasks, and managing time effectively
• Ready to travel to work directly with customers, up to 15%
• Takes a proactive and hands-on approach to work

About TrendMiner

TrendMiner is an innovative software company based in Hasselt, Belgium, specializing in industrial analytics. We focus on time series, event and asset data with an increasing integration of machine learning. Founded in 2008 as a spin-off from the University of Leuven, we develop advanced analytics solutions for the manufacturing industry, including the chemical, oil, gas and pharmaceutical industries. Since 2024 TrendMiner is part of the Proemion Group, which specializes in industrial analytics. Due to our rapid growth, we are always looking for ambitious and enthusiastic new talents.

TrendMiner is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.