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Customer Success Specialist - Czech Republic

Permanent contract
Barcelona
Salary: Not specified
No remote work

GRAITEC
GRAITEC

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Job description

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 external 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 partner 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 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.

 

We are looking for talents that will enjoy, live and accelerate in our culture

At Graitec, We work together locally & globally with the objective to be one only team all together delivering solutions to our

customers

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 challenge 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 Energ

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 email and 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.

 

You will report directly to your CS Manager as required by organizational structure

 

Key Responsibilities

· Become a trusted advisor to our customers and promote Graitec proprietary products during renewals and

adoption phase

· Ensure that customers drive maximum value from their investment in Graitec/Autodesk Solutions, utilize all

their licenses, identify new opportunities, ensure renewal and collaborate with Account Managers to ensure

growth attainment.

· Master the economics of the customer deal & maximize his value through on point renewal quotes to secure

customer renewal in the best condition

· Monitor all available data for customer usage, health indicators, renewal dates and growth opportunities.

· Conduct outbound customer calls and emails with a volume required to drive renewal and adoption activity

· Use CRM system to document all customer opportunities and activity

· Use automation tools to increase customer engagement

· Voice of Customer – bring the feedback of the customer/client to the business.

 

Key Success Indicators

‒ Renewals rates & Early renewal rates

‒ Upsell & cross-selling metrics (i.e. ability to push out IP products to ADSK customers)

‒ Onboarding: activation and usage rates by solution

‒ Customer information growing in system over time thru regular and qualitative update enabling

GRAITEC to serve better its customers

‒ Customer satisfaction (CSAT & Net Promoter Score)

‒ Trials of Graitec 

Responsibilities

Required Experience:

o Sales and Service experience where the customer relationship is critical to business success

o Prepare and present quotes, contracts or proposals

o Coordinate Customer engagements across matrixed teams towards defined goals or outcomes

 

- Required skills, abilities and qualifications:

o Native level of Czech

o Customer advocacy and being the “voice of the customer “

o Ability to execute cross-selling & upselling techniques

o Strong verbal and written skills

o Capacity to problem solve and think outside of the box to meet company expectations 

o Ability to build collaborative relationships within sales/support to facilitate a better customer experience 

o Highly skilled at multi-tasking with an exceptional level of attention to detail · Flexible and Fast learner – ability to assimilate and apply new information

o Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint) 

o Fluent English speaking to ensure fruitful collaboration across countries

o Understanding of Customer Lifecycle Management and customer-centric approach

 

· What is nice to have done already:

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

o Experience of selling Autodesk or other SAAS Solutions

o Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approach.

o Demonstrated ability to support multiple product lines in a growing, fast-paced environment

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