Customer Success Manager

				Overview:

The Customer Success Manager (CSM) is a key customer-facing role and a single point of contact responsible for providing strategic advisory services to maximize our clients' return on investment in their technology and service solutions. The CSM will also be responsible for identifying expansion and growth opportunities with existing customers in the AEC Industry.

* Lead and own all post-sales activity for Graitec customers through relationship building, product knowledge, planning, and execution of the strategic account plans in conjunction with customers' Account Consultant, Technical Specialist, and Strategic Marketing Teams.
* Own the overall relationship with an assigned group of customers, which includes ensuring smooth onboarding, increasing adoption, ensuring retention and expansion, and overall customer satisfaction.
* Develop a comprehensive understanding of typical business challenges faced by customers to appropriately map software, consulting, and service solutions to address their needs.
* Establish a trusted and strategic advisor relationship and improve your clients' business outcomes by leveraging our consulting services and software.
* Be a consultative partner to your clients by developing an understanding of their operational workflows, business needs, and executive initiatives, above and beyond advising them on technology solutions.
* Conduct quarterly business reviews (QBR's) with clients' operational and executive stakeholders to drive value and stakeholder engagement.
* Develop an analytical understanding of client assets and usage, use technical acumen to lead discovery around client software use, adoption, and larger strategic initiatives.
* Communicate with customer leadership to understand the customer needs and desired outcomes to help drive growth and renewals.
* Be the customer's voice and provide feedback on how we can better serve our customers.
* Meet with primary customer contacts to plan for renewals, prepare renewal quotes and ensure order completion prior to expiration.
* Collaborate interdepartmentally to resolve at-risk customer escalations.
* Maintain existing customer success metrics and data as directed.

Qualifications:

* Proven track record of consistent quota attainment in customer success, account management in a SaaS organization
* Software sales or technical experience, related to the AEC industry and Autodesk Construction Cloud Products is highly preferred.
* Experience working with General and Specialty Contractors is a plus.
* Excellent conversational skills over phone, web conference, email, and technical presentations.
* Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint), general comfort with manipulating and reporting data.
			

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