Customer Success Manager

About The Role

You 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.  

What Your Day To Day Will Look Like

• Develop customer success metrics to support onboarding, adoption, and retention goals.
• Act as a trusted technical advisor, coordinating solution delivery and support for enterprise clients.
• Manage a portfolio of technical accounts, providing tailored guidance and recommendations.
• Align AvePoint’s product suite to meet individual customer business needs.
• Create individualised success plans using NPS and other customer data insights.
• Partner with Account Managers to support sales strategies and identify opportunities to enhance satisfaction and adoption.
• Lead contract renewal cycles in collaboration with Customer Success and Sales teams.
• Monitor customer adoption and support history to inform success strategies.
• Proactively resolve challenges and guide customers towards successful outcomes.
• Deliver executive business reviews to demonstrate ROI and strategic value.
• Conduct web-based and onsite product training sessions for clients.

What You Will Bring To Our Team

This role calls for a highly collaborative, business savvy self-starter who is highly skilled at customer relationship management.  

• Bachelor’s degree
• 3+ years of experience in a technical consulting role such as technical account management or technical business analysis
• Technical understanding of Microsoft SharePoint/ SPO architecture, components, and configuration.
• Technical understanding of the differences between the SharePoint versions and Office 365 collaboration technologies
• 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

• Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
• Working technical knowledge of current software protocols and Internet standards

Benefits we offer: 

• Competitive market-based compensation 
• Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC
• Work life balance through hybrid working model of 3 days a week in office
• Generous PTO allowance incl. specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!)
• Private Health Insurance
• Mobile Phone Plan Reimbursement 
• Tuition Reimbursement 
• Dedication Awards
• Employee Referral Program 
• ...and much more! 

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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