About Graitec Group GRAITEC Group Company is a global Software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow. Ambitious and fast-growing environment: We see ourselves as a 30 years old startup, having doubled our revenue in the last 3 years again thanks to both organic and inorganic growth and targeting 500m€ revenue in 2024 (join us to make it happen!). We strongly believe that this growth will continue since the market is only at the beginning of its digitization. Experts & Talents with strong culture: Our team is made of more than 700 outstanding talents with a strong management team to execute our mission. A true international group: Graitec serves more than 200 000 customers worldwide with +50 offices in 13 different countries, enabling us to meet our customer needs around the globe A market leader: we are one of the largest AUTODESK Platinum partners and the only one operating at worldwide scale with an equal split of the business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Softwares Strong Products serving the construction & manufacturing industries: Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance. We are driven to hire the best people, with diverse experiences, and provide them with the resources that empower them to achieve their full potential. This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth. About the Team Hiring In the Customer Success Organisation, 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, strategise 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 advocate 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.
Conduct outbound customer calls and emails with a required minimum number of customer contacts daily
Use CRM system to document all customer opportunities and customer activity
We are looking for talents that will enjoy, live and accelerate our culture and values.
At Graitec, We work together locally & globally with an Entrepreneurial mindset.
As entrepreneurs, we are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better understand them, we want to represent the diversity of our customers around the globe & we are breaking our own siloes to better serve them.
To make this culture a reality, we rally our teams around shared cultural attributes we expect the full team to role model in order to realize our mission :
The way we work : Growth, Agility, Innovation and Responsibility
The way we behave: Ambition, Engagement, One Graitec, Positive Energy
Key Success Indicators:
Renewals rates
Upsell & cross-selling metrics
Onboarding and adoption
Customer satisfaction (Net Promoter Score)
Responsibilities What you must have done already:Experienced in Customer Success, selling to customer needs, utilising a consultative sales approach.Demonstrated 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 Solutions Qualifications Understanding of customer success principles, approaches and considerationsStrong empathy for customers Strong 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 countriesNative or proffessional level of French.Ability to build collaborative relationships within sales/support to facilitate a better customer experienceHighly skilled at multi-tasking with the ability to quickly adapt and learn.Exceptional levels of attention to detail. Interview 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 candidate's skills and capabilities to succeed in 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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