AvePoint
Tech / AI / Software
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at AvePoint. Skills: Customer Success Management, Account Management, Technical Consulting, Relationship Management, Product Adoption. Generating repeatable strategy of technology adoption for AvePoint customers. Developing success plans for accounts by creating metrics to support product on-boarding, product adoption as well as customer retention and satisfaction goals”
What You'll Achieve.
product on-boarding; product adoption; customer retention and satisfaction goals; customer success through product adoption and satisfaction; goal attainment to rectify any hurdles and steer client towards success
Industry & Context.
Plan and execute onsite visits to customer locations, as needed
What They're Looking For.
Must Have
2+ years of experience in a technical consulting role such as technical account management or technical business analysis, 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, 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
Nice to Have
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
What You'll Do.
Generating repeatable strategy of technology adoption for AvePoint customers
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 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 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
to establish deep understanding of their challenges and goals by executing executive business reviews for clients
How You'll Work.
Team & Collaboration
Liaise between internal and external stakeholders, such as customers, account managers and technical support engineers; Working closely with account managers; Ability to work individually and within a highly collaborative global team setting; experience in communicating with different stakeholders and decision makers, both internally and externally
Communication Scope
Excellent written/verbal communication; presentation skills; communicating with different stakeholders and decision makers, both internally and externally
Process & Methodology
project management skills
Full Job Description
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 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com. 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. 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 Determining individualized customer success plans fo
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