Customer Success & Implementation Engineer (Italian)

As our Customer Success & Implementation Engineer your first priority is making our customers successful starting from the moment they sign. You own their journey from technical onboarding through to long-term partnership: you set up their platform dig into their use case and design how Sitemark fits into their workflow. Youre equal parts engineer and relationship builder technical enough to configure a customers environment and prepare their data and customer-focused enough to build the trust that turns satisfied customers into loyal long-term partners.

What we are building at Sitemark

Sitemark is the AI and robotics platform for building and operating renewable energy. The worlds leading Owners EPCs and O&M companies use Sitemark.

What problem are we solving and why is this important to solve

The world is building one of the largest infrastructure shifts in history and it needs better tools to get it done. Renewable energy projects are growing in scale complexity and urgency but the teams responsible for building and operating them are stretched thin buried in repetitive work disconnected systems and running out of time. Thats why we built Sitemark: AI and robotics take the repetitive load off these teams from the field to the office so their time goes to what matters and sites get built faster and perform better.

The team youll join

You will join an extremely talented team of incredibly passionate high-energy people. We go the extra mile while having the best time of our lives.

How we operate

• We care deeply about our customers and the problems we solve for them.
• We move fast keep things simple and focus on what matters.
• We keep our quality bar high by staying lean and hiring only the best.

Tasks

What youll do

• Own the customer journey end to end run a structured technical onboarding process drive adoption and turn satisfied customers into loyal long-term partners.
• Define the implementation strategy for each customer: analyze their use case understand how they work and design the platform setup that serves them best then make sure sites are configured to that standard whether hands-on or by guiding others.
• Translate customer workflows into the right Sitemark solution map their processes onto the platforms capabilities and work with them to get it live and adopted.
• Own the quality of customer data flowing into the platform set the standards for site layouts (CAD/DXF) drone and GIS data project schedules and other imports so every customer starts from a clean reliable foundation.
• Build and run a self-sustaining customer success and support system for customers resellers partners and pilots so issues get resolved fast and support requests go down over time.
• Deliver product training and education that helps customers get the most out of Sitemark and become the in-house expert who supports customers and colleagues on using and optimizing the product.
• Feed customer needs and implementation friction back to the product team and streamline the onboarding and implementation process so every rollout is faster and smoother than the last.

What success looks like after 612 months

• New customers are onboarded through a repeatable structured implementation process platforms are set up right the first time and time-to-value keeps shrinking.
• Every customers setup reflects their actual use case solutions are designed with them not just delivered to them and adoption and retention are up.
• Customer data (layouts schedules drone data) flows into the platform cleanly with validation and tooling that makes imports predictable.
• The support system runs largely on its own issues get resolved fast and support requests are trending down as customers become self-sufficient.
• Youre the recognized in-house product expert and customers see Sitemark as a long-term partner not just a vendor.

Requirements

• A hybrid profile: as strong with customers as you are with technical systems you can run a kickoff call in the morning and troubleshoot a data import in the afternoon.
• A bachelors degree or higher in a relevant field. An engineering background or technical experience is a big plus.
• Comfort working with technical data formats CAD/DXF drawings GIS data project schedules and learning new tools quickly.
• Exceptional stakeholder-management skills you juggle multiple projects and functions without dropping balls.
• An analytical and proactive problem-solver who can take an ambiguous customer use case and turn it into a working setup.
• Excellent English communication skills; professional fluency in Italian is required to support our Italian-speaking customers (Spanish and/or additional European languages are a plus).
• A clear communicator who can translate between customers and engineers and make complex things simple in training and documentation.

Nice to have:

• Experience in customer success management.
• Knowledge of the solar industry and its regulations.
• Experience with photogrammetry Lidar and UAV / drone operations.

Benefits

• An impactful role in a fast-paced globally focused technology company at the heart of the energy transition.
• Real ownership of both customer success and the operations behind it.
• Continuous learning and a collaborative positive team.
• Work on a mission that matters: accelerating the worlds transition to renewable energy.
• A competitive salary with benefits.
• Hybrid working model two days a week in our Leuven office.

Employment Type : Employee
Experience: years
Vacancy: 1