Customer Success Specialist - Montréal, Canada - Applied Software Technology

Applied Software Technology

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Canada

Montreal
Sales
Regular Full-Time
1620

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-year-old startup, having doubled our revenue in the last 3 years 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 over 50 offices in 13 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 a worldwide scale with an equal split of business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Software.

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.

About the Team Hiring

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.

Overview

The Customer Success Specialist (CSS) is a key customerfacing role responsible for ensuring customer expectations are met regarding our product and services.
The CSS will monitor the onboarding of new customers and the ongoing health of accounts during their subscription lifecycle.
The CSS will also be responsible for identifying expansion and growth opportunities with existing customers. This will be a dynamic role with strong potential for upward mobility within the organization.

Job Duties and Responsibilities:

Own the overall relationship with an assigned group of customers which includes ensuring smooth onboarding, increasing adoption, pursuing cross & upsell opportunities, ensuring retention and overall customer satisfaction.
Develop a comprehensive understanding of typical business challenges faced by customers to appropriately map software solutions and associated business benefits to address their needs.
Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
Build strong relationships for repeat business.
Manage any escalations from customers or atrisk customers.
Communicate with customer leadership to understand the customer needs and desired outcomes to help drive growth and renewals.
Collaborate interdepartmentally to resolve atrisk customer escalations.
Build strong relationships for business planning with the extended team.
Use Microsoft Dynamics CRM to document all customer interactions and opportunities.
Maintain existing customer success metrics and data as directed.

Qualifications

Bachelor's Degree or comparable work experience, 13 years' experience in customer success, account management, or B2B sales with a demonstrated ability to increase customer satisfaction, adoption, and retention.
Ability to link business processes with product and technical services.
Excellent oral and written skills required.
Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
Experience in a SaaS environment.
Experience with Outreach, HubSpot, or similar engagement platforms a plus.

Interview Process