As a Customer Success Engineer, you will manage the end-to-end customer journey for owners, operators and asset managers of battery energy storage (BESS) and solar PV portfolios using SynaptiQ. Your main focus will be BESS and hybrid (PV + storage) assets, and you will also support customers with solar portfolios. You will lead the onboarding of new clients and manage the ongoing success of mature accounts. The role requires proactive account management, early issue detection and a continuous contribution to improving our platform and services.

Key Responsibilities:

1. Account Management:

• Manage 5 to 15 mature customer accounts at the same time across BESS, hybrid and PV portfolios. Monitor their KPIs and regularly assess the value they get from SynaptiQ.
• Build and maintain long-term relationships with customers, making sure our services support their operational and commercial goals.
• Identify upsell and cross-sell opportunities, in particular extending PV customers into storage and hybrid monitoring as their portfolios grow.
• Define and report on success metrics for each account, including customer satisfaction, retention and expansion revenue.

2. Issue and Opportunity Detection:

• Monitor the health of the customer base, with particular attention to storage performance, degradation and data quality, alongside PV performance trends.
• Address potential issues early and turn insights into opportunities for deeper engagement.

3. Client Onboarding:

• Manage 1 to 3 onboarding projects at a time, mainly BESS and hybrid, as well as PV. Adapt the process to each client’s assets, data sources and operating model.
• Ensure a smooth integration of storage, solar and hybrid assets into SynaptiQ, with correct data mapping, validation and KPI setup (e.g. availability, round-trip efficiency, state of health and cycling for BESS; performance ratio and energy yield for PV).
• Guide new clients through to becoming mature, self-sufficient users of the platform.

4. Training and Webinars:

• Run training sessions and webinars so clients can use SynaptiQ confidently for both BESS and PV operations and performance analysis.
• Create user guides and training materials tailored to storage, solar and hybrid use cases.
• Support customer advocacy through case studies, testimonials and reference calls that show the value of SynaptiQ.

5. Collaboration and Continuous Improvement:

• Work closely with the Customer Success team and with Presales, Support, Product and Development.   
• Feed customer insights, especially from BESS and hybrid users, back into the product roadmap and help shape SynaptiQ’s storage capabilities.

Requirements

To fill this role, we are looking for someone with strong interpersonal skills including empathy, patience, good listening and the ability to stay calm under pressure. Our ideal candidate comes with a proven track record of managing customer relationships and delivering customer success and good understanding of solar PV plants and their performance monitoring.

We are looking for someone with:

• a Master's degree in Engineering, or a related field.
• minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment.
• technical knowledge of battery energy storage systems: BESS architecture, BMS/PCS/EMS data, and key performance and degradation metrics.
• proven understanding of solar PV; experience with hybrid PV + storage sites is a strong plus.
• strong analytical skills with a focus on KPIs, operational data and customer metrics.
• full professional proficiency in English; Dutch or French is a bonus.
• a commercial mindset, combined with the ability to handle both hands-on work and strategic projects.
• a proactive, results-driven attitude and a strong drive to get things done.
• legal authorization to work in the EU without visa sponsorship.
• experience with CRM or customer success tools such as Salesforce, HubSpot or Gainsight.

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:

• Training on the job by our experts so you get to know our solution and work in and out
• Flexibility, responsibility and freedom in your day-to-day work.
• An international environment with projects in over 100 countries worldwide, colleagues of over 20 nationalities.

The benefits for a contract on our Belgian payroll:

• Home working (2 days per week)
• Hospitalisation insurance
• Pension saving
• Representation allowance
• €9 meal voucher/day
• flexible income plan
• 20 legal days off + 12 compensation days (per full year worked)
• sustainable transport subscription and/or bike allowance (€0.36/km).