Customer Success Specialist I
hace 2 semanas
About Graitec Group Graitec is on an amazing journey We are a developer of high-performance BIM applications and worldwide Platinum Autodesk partner.
We're well-funded, incredibly ambitious and structured for growth. It's an exciting, entrepreneurial, collaborative and fast paced environment - where we all win together.
Join our Graitec family and you'll have an opportunity to make an impact, whilst being at the forefront of technology innovation, working with architectural, engineering, construction and manufacturing customers to empower projects that deliver real-world benefits across the globe.
About the Team Hiring In the Customer Success Organization, keeping and delighting our customers is our most important tasks.
We understand driving continuous adoption of Graitec IP and Autodesk technology is paramount to a successful engagement with our customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals.
Overview The Customer Success Specialist primary function is to secure the customers renewal business and then to drive the onboarding and adoption of Graitec IP and Autodesk's core products / solutions by providing post-sales guidance and initiatives directly to existing customers.
Interacting directly with customers via email and phone, he / she will help improve overall customer satisfaction, product adoption, and promote upsell / cross sale of Graitec IP, to increase overall customer satisfaction.
The role will include some partnership with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers, strategize on many Customer Success Initiatives.
You will report directly to your CS Manager as required by organizational structure Key Responsibilities · Become a trusted advisor to our customers and promote Graitec proprietary products during renewals and adoption phase · Ensure that customers drive maximum value from their investment in Graitec / Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with Account Managers to ensure growth attainment.
Master the economics of the customer deal & maximize his value through on point renewal quotes to secure customer renewal in the best condition · Monitor all available data for customer usage, health indicators, renewal dates and growth opportunities.Conduct outbound customer calls and emails with a volume required to drive renewal and adoption activity · Use CRM system to document all customer opportunities and activity · Use automation tools to increase customer engagement · Voice of Customer bring the feedback of the customer / client to the business.Key Success Indicators Renewals rates & Early renewal rates Upsell & cross-selling metrics (i.e. ability to push out IP products to ADSK customers) Onboarding : activation and usage rates by solution Customer information growing in system over time thru regular and qualitative update enabling GRAITEC to serve better its customers Customer satisfaction (CSAT & Net Promoter Score) Trials of Graitec Responsibilities Required Experience : o Sales and Service experience where the customer relationship is critical to business success o Prepare and present quotes, contracts or proposals o Coordinate Customer engagements across matrixed teams towards defined goals or outcomes · What is nice to have done already : o Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing or CAD markets o Experience of selling Autodesk or other SAAS Solutions o Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approach.
o Demonstrated ability to support multiple product lines in a growing, fast-paced environment Qualifications - Required skills, abilities and qualifications : o Native level of Spanish o Customer advocacy and being the voice of the customer o Ability to execute cross-selling & upselling techniques o Strong verbal and written skills o Capacity to problem solve and think outside of the box to meet company expectations o Ability to build collaborative relationships within sales / support to facilitate a better customer experience o Highly skilled at multi-tasking with an exceptional level of attention to detail · Flexible and Fast learner ability to assimilate and apply new information o Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint) o Fluent English speaking to ensure fruitful collaboration across countries o Understanding of Customer Lifecycle Management and customer-centric approach Interview Process At Graitec, we're proud to be committed to diversity and inclusion in the workplace.
We value our employees for the individuals they are and the contributions they can bring to our teams by bringing their authentic self at work.
This resonates with the large variety of customers & markets we operate in and is part of our success story. As such, we welcome applications from all backgrounds and will not make any assessment into the application process other than candidate's skills and capabilities to succeed in role.
Interview Process : To apply Graitec Careers Screening / Get to know discussion with HR Hiring Manager & Peer of hiring manager or key stakeholder to the role from another organization Business Unit leader
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