Customer Success Specialist

Montreal, Canada
Sales
1336
**Job Description**:
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 or team member
Final in-per