Customer Success Specialist - Strucsoft - Jobs in Montréal, QC

Job Description

About Graitec Group: Founded 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:ü Value Added Reseller of Autodesk solutionsü Software Editor of a suite of products complementary to Autodesk solutions for the construction industryü 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 meet our 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 5 largest 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 Hiring: In the Customer Success Organization, keeping and delighting our customers is our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of solution line products and 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:

• Reporting directly to your Solution Line Leader with support from the Global Customer Success Director, the Customer Success Specialist primary function is to secure the customers renewal business and then to drive the onboarding and adoption of solution line products.

• Interacting directly with customers via phone, he/she will help improve overall customer satisfaction, product adoption, and promote upsell/cross sale 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.Responsibilities:*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 their solution line products, utilize 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 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*‒ Achievement of Group Margin Target for renewals and upsell/cross-selling (subsidiary CSS-team target)‒ Achievement of MWF, CMS and ONYX usage rates (subsidiary target)‒ Achieve and exceed all renewals rates as set by your Solution Line Leader‒ Work toward 100% renewal rate‒ Annualized Contract Value growth‒ Customer satisfaction‒ Become a valued member of your local and the global TeamQualifications: Required experience*What you must have done already:o Experience selling complex software, SAAS, and services solutions to B2B customers, preferably in the CAD, AEC, MFG, telecom or IT marketso Experienced in Customer Services/Customer Success, selling to customer needs, utilising a consultative sales approach.o Demonstrated ability to support multiple product lines in a growing, fast-paced environment

• What is nice to have done already:

o Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing or CAD marketso Experience of selling Autodesk SAAS SolutionsRequired skills, abilities & qualifications*Ability to prioritize, 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 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:*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.*To apply – Please send you application & CV to Contact - Graitec (icims.com)*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)Location: 2030,boul. Pie-IX, Montréal, QCJob Type: Full-timeQuick Apply

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