Customer Success Specialist Milano

Customer Success Specialist
Milano
Lombardia, Milano

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:

- 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 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 Organisation, 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 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:

- Reporting directly to your Country Manager 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 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.

**Responsibilities**:

- What you must have done already:

- Experience selling complex software, SAAS, and services solutions to B2B customers, preferably in the CAD, AEC, MFG, telecom or IT markets

- Experienced in Customer Services/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 SAAS Solutions

Qualifications:

- Ability 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)

- 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:

- Screening/Get to know discussion

- Hiring Manager

- Business Unit leader