Customer Success Administrator

The customer success administrator's primary duties consist of helping foster a company-wide culture of Customer Success as part of the technical support group and larger customer success team. The customer success administrator is responsible to make sure client inquiries via multiple channels are fielded by the appropriate department. Additional activities comprise a range of duties centered on fielding and logging end-user requests into SalesForce.com for post-implementation assistance and tracking of metrics.

Typical daily tasks include answering phone calls to greet clients calling in for a technical support matters, training, or product support issues as well as processing or responding to emails from GRAPHISOFT clients. Such inquiries may require varying responses from different parts of our company. The customer success administrator is a member of the technical support team and is among the most visible client-facing functions in the business unit. The customer success administrator reports to the Technical Support Manager with guidance from the Director of Customer Success.

• Gain an understanding of the departments within the company, their roles and learn when to direct clients to the appropriate departments.
• Answer incoming phone calls with professional and friendly demeanor
• Provide timely, accurate verbal and/or written responses to end-user issues
• Recording end-user interactions in the customer service application (currently Salesforce.com)
• Directing customer inquiries to appropriate departments within the company
• Collecting end-user input and cascading to the appropriate function (sales, inside sales, marketing, product, etc.) to advise and inform the business unit on user experience
• Participating in demand generation events as requested to promote sales and take customer orders when necessary
• Assist in the documentation of GRAPHISOFT processes and team activities

• Excellent verbal, writing and typing skills with the ability to work independently or as a team
• Working knowledge of ZenDesk
• Independent problem-solving abilities
• Salesmanship and strong communication skills
• Demonstrated competence with Apple macOS and Microsoft Windows operating systems
• Two-years prior work experience in customer service – technology field preferred
• Demonstrated understanding of building information modeling software applications

GRAPHISOFT® ignited the BIM revolution in 1984 with Archicad®, the industry first BIM software for architects. GRAPHISOFT continues to lead the industry with innovative solutions such as its revolutionary BIMcloud®, the world's first real-time BIM collaboration environment; EcoDesigner™, the world's first fully BIM-integrated "GREEN" design solution; and BIMx®, the world's leading mobile app for BIM visualization. GRAPHISOFT is part of the Nemetschek Group