About The Position
The Customer Success Manager (CSM) 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.
Key Responsibilities
* 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
* Deliver exceptional service to your aligned accounts and stakeholders to drive continuous improvement for NPS.
* Work closely with aligned Account Executives (and the wider virtual account team) to understand the short-term and long-term sales strategies to identify key areas to drive customer success through product adoption and satisfaction
* Support 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
* 3+ years of experience in either a customer success, technical consulting, technical account management or technical business analysis role.
* Proven track record in strategic customer engagement, solution adoption, and retention experience
* Excellent written/verbal communication, organization, presentation, and project management skills
* Proven ability to learn and adapt in a fast-paced environment
* Strong experience in communicating with executive level stakeholders and decision makers, both internally and externally
* Advanced ability to understand business objectives through requirements gathering and analysis
* Ability to prioritise tasks based on urgency and importance is a must have.
Knowledge In The Following Technical Areas Are a Plus
* Understanding of Microsoft 365 eco system and/or other cloud platforms such as Google and AWS.
* Experience in cyber security, data and information lifecycle management
* Microsoft or other technical certifications
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.
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
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