Country Medical Director Iberia

SAP SE; Valencia; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Customer Success Specialist to enhance customer satisfaction and drive product adoption. This role involves securing renewals, providing post-sales guidance, and collaborating with sales teams to strategize on customer success initiatives. The ideal candidate will have a strong background in customer success, excellent communication skills in English and Spanish, and the ability to build collaborative relationships. Join a dynamic team focused on empowering customers and making a significant impact in the architecture, engineering, construction, and manufacturing sectors.

Formación

• Experience in Customer Success with a consultative sales approach.
• Strong empathy for customers and ability to problem solve.

Responsabilidades

• Drive customer renewal rates and ensure maximum value from products.
• Conduct outbound calls and emails to engage customers.

Conocimientos

Customer Success

Consultative Sales

Problem Solving

Empathy

Multi-tasking

Attention to Detail

Educación

Experience in Customer Success

Knowledge of AEC/CAD markets

Herramientas

MS Office (Excel, Word, Outlook, PowerPoint)

CRM Systems

Descripción del empleo

Graitec is on an amazing journey! We are a developer of high-performance BIM applications and worldwide Platinum Autodesk partner. We're well-funded, incredibly ambitious and structured for growth. It's an exciting, entrepreneurial, collaborative and fast-paced environment - where we all win together.

Join our Graitec family and you’ll have an opportunity to make an impact, whilst being at the forefront of technology innovation, working with architectural, engineering, construction and manufacturing customers to empower projects that deliver real-world benefits across the globe.

About the Team Hiring

In the Customer Success Organisation, keeping and delighting our customers is our most important task. 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's 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, and strategize on many Customer Success Initiatives.

Key Responsibilities:

1. Prepare and communicate renewal quotes to drive customer renewal rate.
2. Encourage early renewal.
3. Become a trusted advisor to our customers and advocate our IP products during renewal.
4. Ensure that customers derive maximum value from their investment in Graitec / Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment.
5. Monitor customer usage data, health indicators, renewal dates and growth opportunities.
6. Conduct outbound customer calls and emails with a required minimum number of customer contacts daily.
7. Use CRM system to document all customer opportunities and customer activity.

Key Success Indicators:

1. Upsell & cross-selling metrics
2. Onboarding and adoption

What you must have done already:

1. Experienced in Customer Success, selling to customer needs, utilizing a consultative sales approach.
2. Demonstrated ability to support multiple product lines in a growing, fast-paced environment.

What is nice to have done already:

1. Working knowledge and experience of the Architecture, Engineering, Construction, Manufacturing or CAD markets.
2. Experience of selling Autodesk or SAAS Solutions.

Qualifications:

1. Understanding of customer success principles, approaches and considerations.
2. Strong empathy for customers.
3. Ability to problem solve and think outside of the box to meet company expectations.
4. Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint).
5. Fluent English speaking to ensure fruitful collaboration across countries.
6. Native or professional level of Spanish.
7. Ability to build collaborative relationships within sales / support to facilitate a better customer experience.
8. Highly skilled at multi-tasking with the ability to quickly adapt and learn.
9. 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 Steps:

1. To apply – Graitec Careers
2. Screening / Get to know discussion with HR
3. Hiring Manager & Peer of hiring manager or key stakeholder to the role from another organization