Customer Experience Officer

You will take on a central role in expanding the customer experience surrounding digital solutions and advanced services for customers in the hatchery and poultry sector, worldwide (with the exception of the APAC region). You will contribute to driving market adoption, license usage, and customer satisfaction, working closely with internal sales and engineering for this purpose.

Specifically, your role includes:

• Establishing contact with existing customers and prospects to proactively introduce digital solutions and advanced services.
• Giving online and live demos to clearly demonstrate the added value of these digital solutions for the operation and performance of the hatchery.
• Following up on quotes for digital solutions and services, in close collaboration with area sales managers, sales directors, and local agents.
• Monitoring customer activity in the use and adoption of digital solutions, and intervening timely when extra guidance is needed.
• Providing training and support, both remotely and on-site, so that customers use the software and cloud applications correctly and efficiently.
• Maintaining close consultation with internal colleagues such as area sales, sales support, product management, and service to share customer feedback and coordinate actions.
• Reporting to the Internal Sales & Engineering Manager in Belgium, with attention to KPIs such as market adoption, churn rate, and average license fee per installed machine.

Your profile combines strong commercial and consulting skills with an affinity for IT, software, and digital transformation within an industrial environment. You can think along with customers at a substantive level regarding their operation and the impact of digital solutions on their hatchery.

• You hold a bachelor's or master's degree.
• You have at least 5 years of experience in sales or account management of IT-related products (software) or services.
• You work as a soft seller and consultant: you start from an understanding of the complexity of the customer operation and translate this into suitable digital solutions.
• You are genuinely interested in digitalization within sectors such as the poultry sector and the new possibilities this offers.
• You have an affinity with software and cloud applications and are open to deepening your knowledge of hatcheries and the broader poultry industry.
• You are a team player and believe in close internal consultation with colleagues from sales, product management, finance, credit control, and installation.
• You work independently and proactively, with limited need for direct supervision.
• You communicate fluently in English and French; knowledge of Dutch is a plus.
• You are willing to travel internationally approximately 25 to 30% of your time to maintain contact with customers.