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SaaS Customer Success Lead

  • Experience: Management
  • Contract: Permanent contract
  • Location: Aalst or Mechelen, Belgium

We’re Bluecrux. Pleased to meet you!

Founded in 2011, Bluecrux is a value chain consulting and technology company. Our experts and software solutions help to transform today’s supply chains into smart, efficient, and fully integrated value chains. We believe that only true collaboration leads to innovation, by converging at the intersection of our knowledge and our customers’ ambition and linking expertise with technology and problems with solutions.

We’re a community, a movement that’s built at this intersection, which we call “the Cutting X”: it’s where supply chains evolve and value chains are forged. Our client portfolio includes some of the world’s largest companies, including Johnson & Johnson, GSK, Roche, Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more. Our desire to work closely with them is also reflected in our global presence, with offices both in Europe and the US.

Our international SaaS scale-up product Binocs digitally schedules and plans QC laboratories and Cell Gene Therapy production facilities with an AI scheduling co-bot, “what-if” based scenario planning, actionable analytics and zero-code integrations. To support our expansion, we are currently on the lookout for a Saas Customer Success Lead to join the Binocs team in Belgium.

Your role

As a Saas Customer Success Lead, your mission is to establish sustainable value for the customers in your portfolio. This role drives our team’s success in two ways: on the one hand you oversee the implementations of Binocs in your portfolio. On the other hand you build a long-term successful collaboration with your customers after the go-live.  Sounds like what you would like to do ? read on !

You are a true business centipede who enjoys taking hands-on ownership in a technology environment, and is enthusiastic to make our customer success team successful. You oversee a portfolio of clients and manage their full lifecycle. Particularly at the start, you can expect to jump in “wherever needed” to get to know the ins and outs of the Binocs customer success team. Once on cruising speed, the role is a combination of implementation, customer success management and managerial aspects:

  • Lead projects following our implementation methodology and steer planning, budget, scope and risk management.
  • Drive the configuration of Binocs for your customer’s environment. This entails hosting customer workshops to thoroughly understand their way of working, brainstorming with your colleagues of the Solution team on potential Binocs designs, and hands-on building those designs in Binocs.
  • Understand client needs, uncover the business processes of laboratories and collaborate with a large variety of stakeholders to estimate, plan and implement suitable, business-savvy solutions.
  • After the go-live, ensure adoption, effective usage and strategic collaboration. In doing so, you drive the subscription renewal process and identify strategic collaboration opportunities.
  • Build a small team of colleagues (implementation and CSM)
  • Serve as a first point of escalation for customers and team members

Your skills

  • At least 7 years of experience in
    management consulting or SaaS implementations.
  • You have an analytical mindset. You are
    keen to configure and dive into dataflows, investigate their outcome and
    understand and interpret dashboards.
  • Strong consulting skills and the ability
    to lead workshops to understand customer requirements. You’re
    not hesitant to dive deep into conversations to acquire that thorough
  • Excellent people
    and communication skills (verbal and written).
  • You are an entrepreneur – you
    like fast-paced and dynamic environments where your job content
    can evolve quickly.
  • Ideally, you have a (first) people
    management experience
  • You have a Master’s degree;
    bioengineering or business engineering would be a plus.
  • You are fluent in English and ideally
    French or Dutch, any additional language would be a plus.

Our offer

  • The opportunity to make an impact on the
    customer success organization for a product in full expansion that is used
    by large international clients.
  • For a great work-life balance, we
    offer 50% remote working and flexible working hours.
  • Our offices are located
    in Mechelen and Aalst – easily reachable by the E19
    and E40.
  • Room for initiative and to enhance your
    personal and professional skills but most importantly: room to be
  • Every career is unique, and for that, we
    have clear and transparent career paths at Bluecrux. This can also be
    customized according to your needs.
  • A competitive salary
    package including a bonus, net allowance, premium company car, fuel
    card, health –and group insurance, …