Customer Success Manager

About the Position:

The Customer Success Manager willbe responsible forgenerating 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 accountmanagersand 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 andmaintaininglong-term relationships with enterprise-level accounts; coordinating support efforts and organizing solution delivery whilstestablishingand owning a trusted advisor relationship with your customers

• Maintaining customer technical account portfolio toprovidetechnical guidance and recommendation

• Aligning AvePoints product line to provide a comprehensive solution that satisfies the customers business needs

• Determiningindividualized customer success plans for your customersutilizingnet promoter score (NPS) metrics and other customer data

• Working closely with account managers to understand the short-term and long-term sales strategies toidentifykeys areas to drive customer success through product adoption and satisfaction

• Shepherding existing customers through contract renewal cycles and working sales teams to execute renewals

• Identifyingand understanding a customers adoption status and support history throughout the post-sales cycle;determininghow 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 toestablishdeep understanding of their challenges and goals byexecuting executive business reviews for clients

OKIminterested is this the job for me

We look for people who value agilitypassionand teamwork; those who can bring fresh ideas to the table and want the opportunity to learn grow and expand their careers.

To be a fit for this role you must have the following:

Education and Experience:

• Bachelors 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 businessobjectivesthrough requirements gathering and analysis

• Impeccable organizational awareness skills

Knowledge in the following technical areas are a plus:

• Understanding ofMicrosoft 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