Customer Success Engineer

We are looking for a talented Customer Success Engineer (a.k.a. Implementation Engineer or Product Specialist) to strengthen our Customer Success Team. You will play a key role in increasing sales, customer satisfaction and customer retention by demonstrating, onboarding, training and supporting our UbiOps customers. You turn people and organizations into happy and loyal UbiOps users. To do so, you have a thorough technical and functional understanding of UbiOps (don’t worry, we’ll teach you) and of AI, data science and MLOps practices and IT technologies in general. You are able to manage customer onboarding projects from start to finish. Furthermore, you are an excellent communicator and educator. You are able to share your enthusiasm for and your knowledge of our product and industry with others. You are a creative thinker, looking for solutions where others stop. But first and foremost you want to help others.

In this role you are part of an agile and multidisciplinary team of sales, marketing and customer success professionals, software developers, data scientists and machine learning engineers, giving you plenty of opportunities to grow your experience and explore new technologies. There is plenty of room to design your ideal role as you go and pick up the responsibilities and tasks within which you believe you can add most value for the company.

We are looking for a candidate who has a start-up/scale-up mentality and shares our vision that (product- grade) AI will play an ever more important role in our everyday lives. Recognizing that our company operates in a dynamic and fast changing market, you are able to adjust quickly. Both to external (changing customer needs, competitors and technology landscape) and internal factors (changing team, processes and technology).

• Performing UbiOps (web) demo’s, workshops, webinars and trainings
• Coordinate customer trials and evaluations
• Ensure successful onboarding of new customers and users 
• Manage and execute UbiOps installation projects (including setting up cloud/on-prem environments and installing UbiOps)
• Serve as a key point of contact to ensure overall customer adoption and satisfaction
• Track customer activity to identify churn risk and work proactively with the marketing and product team to ensure happy and lasting customers
• Identify upselling and cross-selling opportunities
• Respond to and resolve customer issues through different channels
• Be an internal advocate for our customers and provide internal feedback on how UbiOps can better serve its customers
• Identify content gaps and ensure documentation and support content is up to date
• Creating tutorials, training material, blog articles, customer stories and FAQs
• Maintain a deep understanding of our product and industry

• Experience in technical sales, customer success, consultancy or a similar role (recent graduates are also welcome to apply if sufficient professional experience has been obtained during studies; committee work, part-time job, etc.)
• Bachelor’s degree in Computer Science, Data Science or other technical discipline
• Python development skills. Experience with R is a bonus
• Familiarity with data science, AI and MLOps practices and technologies
• Excellent communication, presentation and training/education skills
• Detailed worker and task & project manager
• Being able to explain (difficult) technologies in simple concepts
• Creative thinker able to turn user requirements into a fitting solution
• Supportive! All you want is happy customers and users
• Experience at a SaaS company and or start-up/scale-up is a big plus
• Good writer of product documentation, tutorials and articles
• Willing to travel to customers for demo’s, workshops and trainings
• Fluent in Dutch and English

• Position for 36-40 hours per week, depending on your wishes
• Being part of an international, smart, diverse and inclusive team in a fast-growing scale-up, building and selling a great product!
• Plenty of room for self-development and learning new skills and technologies
• Flexible working hours, good coffee, healthy lunch and office snacks
• The hardware and software you need
• Regular team activities, trips, drinks and a pool competition
• Freedom to work from office & home and work flexible hours
• Office in an excellent location in The Hague, next to train station Laan van NOI
• Member of The Hague Tech and YES!Delft community of start-ups and scale-ups
• A competitive salary, incl. performance based bonus
• Stock options available for high performers