Customer Success Manager

4 weeks ago

Montreal Quebec GF, CA Graitec Full time

About Graitec Group:

GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow.

Ambitious and fast-growing environment: We see ourselves as a 30-year-old startup, having doubled our revenue in the last 3 years thanks to both organic and inorganic growth and targeting 500m€ revenue in 2024 (join us to make it happen).

We strongly believe that this growth will continue since the market is only at the beginning of its digitization.

Experts & Talents with strong culture: Our team is made of more than 700 outstanding talents with a strong management team to execute our mission.

A true international group: Graitec serves more than 200,000 customers worldwide with over 50 offices in 13 countries, enabling us to meet our customer needs around the globe.

A market leader: We are one of the largest AUTODESK Platinum Partners and the only one operating at a worldwide scale with an equal split of business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Software.

Strong products serving the construction & manufacturing industries: Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance.

We are driven to hire the best people, with diverse experiences, and provide them with the resources that empower them to achieve their full potential. This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth.

Overview:

The Customer Success Manager (CSM) is a key customer-facing role and a single point of contact responsible for providing strategic advisory services to maximize our clients’ return on investment in their technology and service solutions. The CSM will also be responsible for identifying expansion and growth opportunities with existing customers in the AEC Industry.

Job Duties and Responsibilities:

  • Lead and own all post-sales activity for Graitec customers through relationship building, product knowledge, planning, and execution of the strategic account plans in conjunction with customers’ Account Consultant, Technical Specialist, and Strategic Marketing Teams.
  • Own the overall relationship with an assigned group of customers, which includes ensuring smooth onboarding, increasing adoption, ensuring retention and expansion, and overall customer satisfaction.
  • Develop a comprehensive understanding of typical business challenges faced by customers to appropriately map software, consulting, and service solutions to address their needs.
  • Establish a trusted and strategic advisor relationship and improve your clients’ business outcomes by leveraging our consulting services and software.
  • Be a consultative partner to your clients by developing an understanding of their operational workflows, business needs, and executive initiatives, above and beyond advising them on technology solutions.
  • Conduct quarterly business reviews (QBR’s) with clients’ operational and executive stakeholders to drive value and stakeholder engagement.
  • Develop an analytical understanding of client assets and usage, use technical acumen to lead discovery around client software use, adoption, and larger strategic initiatives.
  • Communicate with customer leadership to understand the customer needs and desired outcomes to help drive growth and renewals.
  • Be the customer’s voice and provide feedback on how we can better serve our customers.
  • Meet with primary customer contacts to plan for renewals, prepare renewal quotes and ensure order completion prior to expiration.
  • Collaborate interdepartmentally to resolve at-risk customer escalations.
  • Maintain existing customer success metrics and data as directed.

Qualifications:

  • Proven track record of consistent quota attainment in customer success, account management or customer service in a SaaS organization
  • Software sales or technical experience, preferably related to the Construction industry and Autodesk Construction Cloud Products.
  • Experience working with General and Specialty Contractors is a plus.
  • Excellent conversational skills over phone, web conference, email, and technical presentations.
  • Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint), general comfort with manipulating and reporting data

Interview Process:

  • Introduction & get to know discussion with Fiona, Talent Acquisition Partner
  • Screening with Nicolas, Manager, Customer Success
  • Screening with Sebastien, Sales Director
  • Final interview
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