Customer Success Manager

About AvePoint:

Beyond Secure. AvePoint is the global leader in data security governance and resilience going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25000 customers worldwide rely on the AvePoint Confidence Platform to prepare secure and optimize their critical data across Microsoft Google Salesforce and other collaboration environments. AvePoints global channel partner program includes approximately 5000 managed service providers valueadded resellers and systems integrators with our solutions available in more than 100 cloud marketplaces. To learn more 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.

Key Responsibilities:

• Developing success plans for accounts by creating metrics to support product onboarding product adoption as well as customer retention and satisfaction goals
• Developing and maintaining longterm relationships with enterpriselevel 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 AvePoints product line to provide a comprehensive solution that satisfies the customers 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 shortterm and longterm 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 customers adoption status and support history throughout the postsales 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

OK Im interested is this the job for me

We look for people who value agility passion and 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 fastpaced 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

Required Experience:

Manager