About Graitec Group Graitec is on an amazing journey! We are a developer of high-performance BIM applications and worldwide Platinum Autodesk partner. We're well-funded, incredibly ambitious and structured for growth. It's an exciting, entrepreneurial, collaborative and fast-paced environment - where we all win together.
About The Team Hiring In the Customer Success Organisation, keeping and delighting our customers is our most important task. We understand driving continuous adoption of Graitec IP and Autodesk technology is paramount to a successful engagement with our customers. 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's primary function is to secure the customers' renewal business and then 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, provide customer health leadership, handle escalations on at-risk customers, and strategize on many Customer Success Initiatives.
Key Responsibilities Prepare and communicate renewal quotes to drive customer renewal rateEncourage early renewalBecome a trusted advisor to our customers and advocate our IP products during renewalsEnsure that customers derive maximum value from their investment in Graitec/Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal, and collaborate with other teams to ensure growth attainmentMonitor customer usage data, health indicators, renewal dates, and growth opportunitiesConduct outbound customer calls and emails with a required minimum number of customer contacts dailyUse CRM system to document all customer opportunities and customer activityResponsibilities What you must have done already:Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approachDemonstrated ability to support multiple product lines in a growing, fast-paced environmentWhat is nice to have done already:Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing, or CAD marketsExperience of selling Autodesk or SAAS SolutionsQualifications Native or professional level of GermanUnderstanding of customer success principles, approaches, and considerationsStrong empathy for customersStrong verbal and written skillsAbility to problem solve and think outside of the box to meet company expectationsProficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)Fluent English speaking to ensure fruitful collaboration across countriesAbility to build collaborative relationships within sales/support to facilitate a better customer experienceHighly skilled at multitasking with the ability to quickly adapt and learnExceptional levels of attention to detailInterview Process At Graitec, we're proud to be committed to diversity and inclusion in the workplace. We value our employees for the individuals they are and the contributions they can bring to our teams by bringing their authentic self at work. This resonates with the large variety of customers & markets we operate in and is part of our success story. As such, we welcome applications from all backgrounds and will not make any assessment into the application process other than the candidate's skills and capabilities to succeed in the role.
Interview Process:
To apply - Graitec Careers
Screening/Get to know discussion with HR
Hiring Manager & Peer of hiring manager or key stakeholder to the role from another organization
Business Unit leader
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