About AvePoint
A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business resiliency in the modern digital workplace.
At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!
About The Position
The Customer Success Manager will be responsible for generating repeatable strategy of technology adoption for AvePoint customers. You must be able to understand the full sales cycle from both a sales and technical strategy perspective to liaise between internal and external stakeholders, such as customers, account managers and technical support engineers.
Specific Responsibilities Include, But Are Not Limited To
Developing success plans for accounts by creating metrics to support product on-boarding, product adoption as well as customer retention and satisfaction goals
Developing and maintaining long-term relationships with enterprise-level accounts; coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship with your customers
Maintaining customer technical account portfolio to provide technical guidance and recommendation
Aligning AvePoint's product line to provide a comprehensive solution that satisfies the customer's business needs
Determining individualized customer success plans for your customers, utilizing net promoter score (NPS) metrics and other customer data
Working closely with account managers to understand the short-term and long-term sales strategies to identify keys areas to drive customer success through product adoption and satisfaction
Shepherding existing customers through contract renewal cycles and working sales teams to execute renewals
Identifying and understanding a customer's adoption status and support history throughout the post-sales cycle; determining how to incorporate these elements into the overall customer success strategy
Pursuing strategy of goal attainment to rectify any hurdles and steer client towards success
Becoming an expert in the features and benefits of our applications
Plan and execute onsite visits to customer locations, as needed, to establish deep understanding of their challenges and goals by executing executive business reviews for clients
What You Will Bring To Our Team
Bachelor's degree in a relevant field
2+ years of experience in a technical consulting role such as technical account management or technical business analysis
Strong customer satisfaction, customer service, adoption, and retention experience
Excellent written/verbal communication, organization, presentation, and project management skills
Ability to work individually and within a highly collaborative global team setting
Willingness to learn and adapt in a fast-paced environment
Strong experience in communicating with different stakeholders and decision makers, both internally and externally
Expert at customer relationship management
Advanced ability to understand business objectives through requirements gathering and analysis
Impeccable organizational awareness skills
Knowledge In The Following Technical Areas Are a Plus
Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologies
Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
Working technical knowledge of current software protocols and Internet standards
AvePoint is proud to employ talent from many different backgrounds, experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
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