Customer Success Manager

About Graitec Group:
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 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 Team Manager 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 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, strategise on many Customer Success Initiatives.

Key Responsibilities

RENEWAL

Overseeing renewal quotes preparation to drive customer renewal rate

Preparing, documenting and standardizing Renewal processes

Encourage early renewal

ADOPTION

Support the team in ensuring that customers derive maximum value from their investment in Graitec/Autodesk Solutions, utilise 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

Making sure that the team uses 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)

Qualifications:

- Experience in Team management
- Experienced in Customer Success, selling to customer needs, utilising a consultative sales approach.
- Demonstrated ability to support multiple product lines in a growing, fast-paced environment
- Experience of selling Autodesk or SAAS Solutions
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint), general comfort with manipulating and reporting data

Interview Process:

- 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