About Graitec Group Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years. Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers. Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry. At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together. How we work: Growth, Agility, Innovation, Responsibility How we behave: Ambition, Engagement, One Graitec, Positive Energy Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player 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. 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 Fluent level of Spanish and Italian Fluent English speaking to ensure fruitful collaboration accross countries 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) 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