Customer Success Consultant

About the role

Customer Success Consultant | Gradhoc

What you'll do

• Customer management and loyalty: to be a reference interlocutor for our customers, building relationships of trust, understanding their needs, and guaranteeing a quality experience.
• Onboarding and solution adoption: to accompany customers during the onboarding and implementation of our solutions, helping them leverage their functionalities and achieve their operational, energy, and performance objectives.
• Technical advice and optimization: to analyze customer needs, the use of our solutions, and the performance of their facilities to identify opportunities for improvement, optimization, and efficiency.
• Customer development and growth opportunities: to identify new needs and opportunities for upselling and cross-selling, proposing functionalities, services, or complementary solutions that add value to customers.
• Monitoring of results: to analyze adoption, satisfaction, and performance indicators, identifying opportunities for improvement and anticipating possible churn risks.
• Support for commercial development: to provide technical knowledge, customer information, and use cases to develop value propositions, commercial materials, and growth initiatives, working in an integrated manner with Marketing & Growth and Business Development.
• Partner support: to provide technical and functional advice to our partners, facilitating knowledge of Gradhoc solutions and contributing to the development of training materials and commercial support.
• Cross-functional coordination: to work closely with the Business Development, Marketing & Growth, Product, and Technology teams to convey customer needs and identify opportunities for improvement and growth.

Who are we?

At Gradhoc, we develop intelligent technological solutions that integrate technologies such as IoT, Digital Twin, and Artificial Intelligence to optimize refrigeration systems, improve energy efficiency, contribute to food safety, and implement predictive maintenance strategies.

Although Gradhoc was born in 2021, our technological origins date back to 2016, when the project emerged within an industrial company with four decades of experience in the industrial, commercial refrigeration, and HVAC sector.

💡 We believe in the power of technology to transform the future and we seek people who share this vision.

In the midst of a process of national and international growth and expansion, we are committed to offering innovative solutions and building lasting relationships with our customers and partners.

What will your challenge be?

We are looking to hire a Customer Success Consultant with analytical capacity, initiative, and a clear customer orientation, to help us ensure that our customers and partners obtain the maximum value from Gradhoc's solutions.

Your mission will be to accompany customers in the adoption and utilization of our solutions, provide technical and functional advice, and build relationships of trust that contribute to their satisfaction, loyalty, and growth. Additionally, you will play an important role in identifying opportunities for upselling and cross-selling complementary solutions, based on the knowledge of our customers' needs, operations, and technical challenges.

What are we looking for?

• Previous experience in Customer Success, technical account management, technical consulting, or similar positions with direct customer contact.
• Experience in technology companies, B2B software, industrial solutions, or technological services.
• Ability to understand complex technological solutions and communicate their benefits clearly and adapted to the needs of each customer.
• Analytical skills to interpret technical information, performance indicators, and operational needs.
• Customer orientation, initiative, problem-solving ability, and skills to build relationships of trust.
• Business vision and ability to identify growth opportunities in existing customers.
• Advanced level of English, given our international business environment.
• Knowledge of other languages, such as French, would be a very valuable plus.
• Experience or knowledge in industrial and commercial refrigeration, HVAC, energy efficiency, automation, IoT, or industrial software solutions is highly valued.
• Possibility of working on-site in the Polígono de Bergondo - A Coruña.
• Driver's license.

What will we especially value?

We are looking for a person who combines technical knowledge, technological curiosity, customer orientation, and business vision. Someone capable of understanding our customers' challenges, helping them achieve tangible results through technology, and identifying opportunities to strengthen and develop long-term commercial relationships.