Customer Success Specialist

Position in Roanoke, VA or remote

MicroCAD is seeking a Customer Success Specialist (CSS) to support our growing Customer Success Team.

Our Customer Success team focuses on successfully engaging our clients by increasing adoption of our solutions, and securing our clients are meeting their business goals. This is accomplished by ensuring our clients are effectively using their Autodesk software, deriving the maximum benefit from their Autodesk investment; and MicroCAD’s services, support, and training offerings.

The goal is to achieve maximum profitability and growth in-line with the overall company goals. The CSS helps and supports the Account Executives expand the client base.

Principal Duties and Responsibilities:

• Drive retention of core products/solutions by providing post-sales guidance and initiatives directly to clients.
• Manage a portfolio of clients and interacting with directly with clients via verbal and written communications.
• Help at-risk clients by promoting overall client satisfaction, product adoption, retention, and renewals.
• The role will partner with respective Account Executives by providing clients health leadership, handling escalations on at-risk clients, and being a resource on how best to leverage Clients Success tools.
• Ensure that clients derive maximum value from their investment in SaaS solutions, MicroCAD services and training offerings; and identify new opportunities by collaborating with other teams to ensure growth attainment.
• Develop a comprehensive understanding of typical business challenges faced by clients and common objectives to appropriately map solutions and associated business services to address their needs.
• May include scheduling activation and/or product training, conducting client health checks, identifying opportunities to expand relationships, up-selling/cross-selling new products.
• The CSS role requires an elevated level of influence over the client’s lifecycle through renewal.
• Conduct outbound client calls with a required minimum quota of calls per time-period.
• Use ZOHO CRM to document all client opportunities and client activity.
• Build strong relationships with internal teams.
• Respond to team members and client inquiries in a professional and prompt manner.
• Build strong client relationships for repeat business.
• Other ad hoc and cross-training duties as needed.

Minimum Qualifications:

• At least 2 years of post-graduate work experience in a professional inside-sales, client’s success, and/or renewals team (preferably software / SaaS).
• Previous experience and success in a quota attainment position.
• Previous clients facing experience.
• Excellent verbal and written communication skills.
• Proficient in MS Office products (Excel, Word, MS Outlook), Google suite and/or other related products.
• Experience with Zoho or other CRM software programs.
• Technologically savvy and willing to learn new software platforms and other related technologies.
• Available to work on-site at our Roanoke, VA office on a pre-determined schedule.
• Excellent time management, administrative skills, and attention to detail.
• High Energy and a positive demeanor.

Preferred Qualifications:

• Relevant Bachelor’s degree preferred.
• Experience in client facing roles including account management, clients support, product management and sales.
• Excellent people skills to build strong positive relationships, particularly with field organizations and business partners.
• Highly skilled at multi-tasking with the ability to quickly adapt and learn.
• Ability to build collaborative relationships within the sales and tech support to facilitate better client experience.

MicroCAD offers full benefits, including: Blue Cross Blue Shield Medical, with company funded Health Savings Account, Blue Cross Blue Shield Dental and Vision Plan, Optional Life, STD and LDT insurance plans. 401K plan with company contributions. Generous Paid Time off with flexible work schedules. MicroCAD is an Equal Opportunity Employer.