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Customer Success Team Manager
hace 1 semana
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 Organisation, keeping and delighting our customers is our most important task. 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 Team Manager's 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.
Managing the team who interacts directly with customers via phone, he/she will help improve overall customer satisfaction, product adoption, and promote upsell/cross-sell 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, and strategize on many Customer Success Initiatives.
Key Responsibilities
RENEWAL
Overseeing renewal quotes preparation to drive customer renewal rate, preparing, documenting and standardizing Renewal processes, and encouraging early renewal.
ADOPTION
Support the team in ensuring that customers derive maximum value from their investment in Graitec/Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal, and collaborate with other teams to ensure growth attainment.
OVERALL
Monitor customer usage data, health indicators, renewal dates, and growth opportunities. Assure that the team is conducting outbound customer calls and emails with a required minimum number of customer contacts daily. Making sure that the team uses the CRM system to document all customer opportunities and customer activity.
We are looking for talents that will enjoy, live and accelerate our culture and values. At Graitec, we work together locally & globally with an Entrepreneurial mindset. As entrepreneurs, we are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better understand them, we want to represent the diversity of our customers around the globe & we are breaking our own siloes to better serve them.
To make this culture a reality, we rally our teams around shared cultural attributes we expect the full team to role model in order to realize our mission:
The way we work: Growth, Agility, Innovation and Responsibility.
The way we behave: Ambition, Engagement, One Graitec, Positive Energy.
Key Success Indicators:
- Renewals rates
- Upsell & cross-selling metrics
- Onboarding and adoption
- Customer satisfaction (Net Promoter Score)
Responsibilities
- Experience in Team management
- Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approach.
- Demonstrated ability to support multiple product lines in a growing, fast-paced environment
- Experience of selling Autodesk or SAAS Solutions
Qualifications
- Fluent in English and business level of one of the following languages: Italian/German/Czech/Slovak or Polish.
- Excellent conversational skills over phone, web conference, email and presentations.
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint), general comfort with manipulating and reporting data.
Interview Process
- To apply – Please send your application through our careers portal
- Screening/Get to know discussion
- Hiring Manager/Business Unit leader
- Peer of hiring manager or key stakeholder to the role from another organization
- HR
- CRO
