Customer Success Specialist - German Speaker

Job Description:

Graitec is a global high growth software and services company specialised in the Construction, Engineering, Architecture and Manufacturing industries, helping customers achieve their digital transformation. We have around 700 employees with over 300 in-house engineers in 13 countries. Graitec works with companies in these industries to support their business outcomes, improving productivity using digital processes. With Autodesk and patented Graitec software solutions we support customers through their digital transformation journey and change management. Graitec is an integrated global company supporting customers in multiple geos, focused on meeting customers' business priorities and objectives. We've delivered 5000 successful implementations worldwide, delivering patented software and services solutions together with Autodesk software using local multi-lingual expertise. Our DNA is software development unlike other VARs and the value delivered uses a smart digital transformation framework and methodology, developed on workflow best-practices from our teams.
Poste et missions: 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)

Candidate Requirements:

Required experience: - 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. Required Skills, Abilities & Qualifications: - Native or professional level of German. - 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). - Fluent English speaking to ensure fruitful collaboration across countries. - 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