Customer Success Specialist
5 days ago
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.
About the Team Hiring:
- 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 Specialist (CSS) is a key customer-facing role responsible for managing the software renewal process and ensuring customer satisfaction with our products and services.
**Responsibilities**:
- Own the renewal process, ensuring timely and accurate execution.
- Monitor new customer onboarding and maintain account health during the subscription lifecycle.
- Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
- Identify and pursue cross-sell and up-sell opportunities during the renewal process.
- Develop a comprehensive understanding of typical business challenges faced by customers to map software solutions and associated benefits.
- Handle escalations and collaborate with teams to resolve at-risk customer issues.
- Use Microsoft Dynamics CRM to document all customer interactions and renewal opportunities.
- Maintain customer success metrics and data as directed.
Qualifications:
- Bachelor’s Degree or equivalent work experience, with 1-3 years in customer success, account management, or B2B sales.
- Proven ability to increase customer satisfaction, adoption, and retention.
- Strong communication skills, both oral and written.
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Experience in a SaaS environment.
- Familiarity with engagement platforms like Outreach or HubSpot is a plus.
Interview Process:
- Introduction & get to know discussion with John, Talent Acquisition Partner
- Screening with Nicolas, Customer Success Manager
- Screening with Sebastien, Sales Director
- Final interview in Montreal Office
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