Customer Success Specialist

About Graitec Group:
Founded in 1986, Graitec is a global leading Building Information Modelling (BIM) provider helping its architectural, engineering, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.

**The company is driving growth through 3 highly complementary activities**:

- Value Added Reseller of Autodesk solutions.
- Software Editor of a suite of products complementary to Autodesk solutions for the construction industry.
- Services since Graitec is providing training, consulting, and support on top of the products with a consistent focus on customer satisfaction.

**Experts & Talents from all over the world.**
- Our team is made of more than 700 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meet our customer needs around the globe.
- The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth & for sure impactful innovations with more than 25% of our teams in Research & Development.

**Strengthening our international leadership position.**
- We are honored to serve more than 270,000 customers worldwide to achieve more thanks to our technologies and to rank in Top 5 largest Autodesk Partner worldwide.
- Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth & acquisition. This is why we are investing heavily in our upcoming transformation & continually reinforcing our teams globally.

About the Team Hiring:

- In the Customer Success Organization, 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 Specialist 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.
- Interacting 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, strategize on many Customer Success Initiatives.

Key Responsibilities:

- Prepare and communicate renewal quotes to drive customer renewal rate
- Encourage early renewal
- Become a trusted advisor to our customers and push our IP products during renewals
- Ensure 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
- Monitor customer usage data, health indicators, renewal dates and growth opportunities.
- Use CRM system to document all customer opportunities and customer activity

Key Success Indicators:

- Renewals rates
- Upsell & cross-selling metrics (i.e. ability to push out IP products to ADSK customers)
- Onboarding: usage rates by solution
- Customer satisfaction (Net Promoter Score)

**Responsibilities**:

- Experience selling complex software, SAAS, and services solutions to B2B customers, preferably in the CAD, AEC, MFG, telecom or IT markets
- Experienced in Customer Services/Customer Success, selling to customer needs, utilizing a consultative sales approach.
- Demonstrated ability to support multiple product lines in a growing, fast-paced environment

Nice to have:

- Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing or CAD markets
- Experience of selling Autodesk SAAS Solutions

Qualifications:

- Understanding of customer success principles, approaches and considerations
- Strong empathy for customers AND passion for revenue and growth
- Strong verbal and written skills
- Ability to problem solve and think outside of the box to meet company expectations
- Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
- Fluent French and English speaking to ensure fruitful collaboration across countries.
- Ability to build collaborative relationships within sales/support to facilitate a better customer experience
- Highly skilled at multi-tasking with the ability to quickly adapt and learn.
- Exceptional levels of attention to detail.

Interview Process:

- Screening / get to know discussion with John, Talent Acquisition Partner
- Screening with hiring manager, Nicolas, Manager - Customer Success
- Screening with peer of hiring manager