Customer Success Specialist I

4 weeks ago

Cedar Brook New Jersey, United States Graitec Full time
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.

Join our Graitec family and you’ll have an opportunity to make an impact, whilst being at the forefront of technology innovation, working with architectural, engineering, construction and manufacturing customers to empower projects that deliver real-world benefits across the globe.

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 environment 

What is nice to have done already:  

Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing or CAD markets 

Experience of selling Autodesk or SAAS Solutions 

Qualifications:
 

Native or professional level of German

Understanding of customer success principles, approaches and considerations  

Strong empathy for customers  

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 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:
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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