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Customer Success Specialist
3 weeks ago
Montreal, Canada
Sales
1316
**Job Description**:
About Graitec Group
Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering, construction and manufacturing customers to CREATE, SIMULATE, FABRICATE 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.
About the Team Hiring
Experts & Talents from all over the world.
Our team is made of more than 700 outstanding talents, distributed across our 50 offices in 14 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 we are one of the largest Autodesk Partner worldwide. Thanks to its organic growth and to numerous acquisitions in Europe and North America, Graitec is experiencing exponential international growth: $300 million in revenue.
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 on our upcoming transformation & reinforcing ongoing our teams globally.
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.
**Responsibilities**:
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
**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
Screening / get to know discussion with John, Talent Acquisition Partner
Screening with hiring manager, Andreanne, Customer Acquisition Manager
Screening with peer of hiring manager or team member
Final in-person interview
