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Customer Success Manager

2 months ago

Montreal, Quebec, Canada Graitec Full time
About Graitec Group

Graitec Group is a leading global software editor specializing in Building Information Modeling (BIM) solutions. We empower our architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes, driving performance and sustainability.

Ambitious and Fast-Growing Environment

We are a dynamic and innovative company, having doubled our revenue in the last three years through organic and inorganic growth. Our goal is to reach 500 million euros in revenue by 2024, and we invite talented individuals to join us on this exciting journey.

Experts & Talents with a Strong Culture

Our team consists of over 700 outstanding professionals with a strong management team, working together 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 globally.

A Market Leader

We are one of the largest Autodesk Platinum Partners, operating at a worldwide scale with an equal split of business between Europe and North America. We provide Autodesk solutions through our own GRAITEC Software.

Strong Products Serving the Construction & Manufacturing Industries

Through Autodesk products Add-ons like PowerPack to more complex solutions, GRAITEC is proud of its 150+ developers innovating daily to accelerate our customers' performance.

Our Approach to Customer Success

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

Job Description

Customer Success Manager (CSM) Role

The Customer Success Manager 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.

Key Responsibilities

  • Lead and own all post-sales activity for Graitec customers through relationship building, product knowledge, planning, and execution of 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, 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 map software, consulting, and service solutions to address their needs.
  • Establish a trusted and strategic advisor relationship and improve clients' business outcomes by leveraging consulting services and software.
  • Be a consultative partner to clients, developing an understanding of their operational workflows, business needs, and executive initiatives, above and beyond advising them on technology solutions.
  • Conduct quarterly business reviews (QBRs) with clients' operational and executive stakeholders to drive value and stakeholder engagement.
  • Develop an analytical understanding of client assets and usage, using technical acumen to lead discovery around client software use, adoption, and larger strategic initiatives.
  • Communicate with customer leadership to understand customer needs and desired outcomes to 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.