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Customer Success Specialist

4 months ago

Montréal, Canada Applied Software Technology Full time

Canada
- Montreal
- Sales
- Regular Full-Time
- 1620

**Job Description**:
**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 ensuring customer expectations are met regarding our product and services.
- The CSS will monitor the onboarding of new customers and the ongoing health of accounts during their subscription lifecycle.
- The CSS will also be responsible for identifying expansion and growth opportunities with existing customers. This will be a dynamic role with strong potential for upward mobility within the organization.

**Job Duties and Responsibilities**:

- Own the overall relationship with an assigned group of customers which includes ensuring smooth onboarding, increasing adoption, pursuing cross & up-sell opportunities, ensuring retention and overall customer satisfaction.
- Develop a comprehensive understanding of typical business challenges faced by customers to appropriately map software solutions and associated business benefits to address their needs.
- Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
- Build strong relationships for repeat business.
- Manage any escalations from customers or at-risk customers.
- Communicate with customer leadership to understand the customer needs and desired outcomes to help drive growth and renewals.
- Collaborate interdepartmentally to resolve at-risk customer escalations.
- Build strong relationships for business planning with the extended team.
- Use Microsoft Dynamics CRM to document all customer interactions and opportunities.
- Maintain existing customer success metrics and data as directed.

**Qualifications**
- Bachelor’s Degree or comparable work experience, 1-3 years’ experience in customer success, account management, or B2B sales with a demonstrated ability to increase customer satisfaction, adoption, and retention.
- Ability to link business processes with product and technical services.
- Excellent oral and written skills required.
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Experience in a SaaS environment.
- Experience with Outreach, HubSpot, or similar engagement platforms a plus.

**Interview Process**
- Introduction & get to know discussion with John, Talent Acquisition Partner
- Screening with Nicolas, Manager - Customer Success
- Screening with Sebastien, Sales Director
- Final interview in Montreal Office