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, they 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.
Success Indicators
* Renewals rates.
* Upsell & cross-selling metrics.
* Onboarding and adoption.
* Customer satisfaction (Net Promoter Score).
Required Experience
* Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approach.
* Demonstrated ability to support multiple product lines in a growing, fast-paced environment.
Preferred Experience
* Working knowledge and experience of Architecture, Engineering, Construction, Manufacturing or CAD markets.
* Experience selling Autodesk or SaaS solutions.
Qualifications
* Fluent level of Czech and/or Slovak.
* Fluent English speaking to ensure fruitful collaboration across 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 the box to meet company expectations.
* Proficient in MS Office products (Excel, Word, Outlook, PowerPoint).
* Ability to build collaborative relationships within sales/support to facilitate a better customer experience.
* Highly skilled at multitasking with the ability to quickly adapt and learn.
* Exceptional levels of attention to detail.
Interview Process
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 – 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.
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