Customer Success - Jobs in Montréal, QC

Job Description

Montreal, CanadaSales1142Job DescriptionAbout Graitec GroupFounded in 1986, Graitec is a global leading Building Information Modelling (BIM) provider helping its architectural, engineering,construction and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.The company is driving growth through 3 highly complementary activities:

• Value Added Reseller of Autodesk solutions
• Software Editor of a suite of products complementary to Autodesk solutions for the construction industry
• Services since Graitec is providing training, consulting, and support on top of the products with a consistent focus on

customer satisfaction.Experts & Talents from all over the world.Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meetour customer needs around the globe.The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth &for sure impactful innovations with more than 25% of our teams in Research & Development.Strengthening our international leadership position.We are honored to serve more than 100,000 customers worldwide to achieve more thanks to our technologies and to rank in Top 5largest Autodesk Partner worldwide.Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth &acquisition. This is why we are investing heavily in our upcoming transformation & continually reinforcing our teams globally.About the Team HiringIn the Customer Success Organisation, keeping and delighting our customers is our most important tasks. We believe in a completecycle of customer success, improved revenue and overall company growth. In our business model transformation, we understanddriving continuous adoption of Graitec IP and Autodesk technology is paramount to a successful engagement with our customers andas such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers aresuccessfully meeting their business goals.OverviewReporting directly to your Coustomer Success Manager with support from the Global Customer Success Director, the Customer SuccessSpecialist primary function is to secure the customers renewal business and then to drive the onboarding and adoption of GraitecIP 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
• Promote 1 & 3 Year Renewals Options and encourage early renewal
• 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 valuesAt 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 productsand services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful onour investments and lead ethically to maximize the company opportunity. To better understand them, we want to represent thediversity 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 torealize our mission :

• The way we work : Growth, Agility, Innovation and Responsibility
• The way we behave: Ambition, Engagement, One Graitec, Positive Energy

Key Success Indicators‒ Achievement of Group Margin Target for renewals and upsell/cross-selling (subsidiary CSS-team target)‒ Achievement of PowerPack usage rates (subsidiary target)‒ Achieve and exceed all renewals rates as set by your Country Manager‒ Work toward 100% Graitec PowerPack attachment to all relevant quotations‒ Encourage the adoption of all Graitec PowerPacks and support customers with the onboarding process‒ Annualised Contract Value growth‒ Customer satisfaction (Net Promoter Score)‒ Become a valued member of your local and the global TeamResponsibilitiesWhat you must have done already: o Experience selling complex software, SAAS, andservices solutions to B2B customers, preferably inthe CAD, AEC, MFG, telecom or IT marketso Experienced in Customer Services/CustomerSuccess, selling to customer needs, utilising aconsultative sales approach.o Demonstrated ability to support multiple productlines 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 marketso Experience of selling Autodesk SAAS SolutionQualificationsAbility to prioritise, multi-task and perform effectively under pressure

• Deep understanding of customer success principles, approaches and considerations
• 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 French speaking is required
• Fluent English speaking is required for all roles at Graitec as enabling the team to collaborate WW!

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

• Ability to think outside the box as needed with an instinct for innovation
• Strong empathy for customers AND passion for revenue and growth
• Highly skilled at multi-tasking with the ability to quickly adapt and learn.
• Exceptional levels of attention to detail. · Proof of continually exceeding KPIs set.

Interview Process

• To apply – Please send you application & CV to
• Screening/Get to know discussion
• Hiring Manager
• Peer of hiring manager or key stakeholder to the role from another organization
• Business Unit leader
• HR (if applicable, mandatory for all people manager roles)

Job Type: Full-timeQuick Apply

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