Customer Success Manager - Strategic Enterprise Accounts

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.Specific responsibilities include, but are not limited to:Developing success plans for accounts by creating metrics to support product on-boarding, product adoption, as well as customer retention and satisfaction goalsDeveloping 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 customersMaintaining customer technical account portfolio to provide technical guidance and recommendationAligning AvePoint’s product line to provide a comprehensive solution that satisfies the customer’s business needsDetermining individualized customer success plans for your customers, utilizing net promoter score (NPS) metrics and other customer dataWorking 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 satisfactionShepherding existing customers through contract renewal cycles and working sales teams to execute renewalsIdentifying 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 strategyPursuing strategy of goal attainment to rectify any hurdles and steer client towards successBecoming an expert in the features and benefits of our applicationsPlan and execute onsite visits to customer locations, as needed, to establish a deep understanding of their challenges and goals by executing executive business reviews for clientsWhat you will bring to our team:Bachelor’s degree in a relevant field2+ years of experience in a technical consulting role such as technical account management or technical business analysisStrong customer satisfaction, customer service, adoption, and retention experienceExcellent written/verbal communication, organization, presentation, and project management skillsAbility to work individually and within a highly collaborative global team settingWillingness to learn and adapt in a fast-paced environmentStrong experience in communicating with different stakeholders and decision-makers, both internally and externallyExpert at customer relationship managementAdvanced ability to understand business objectives through requirements gathering and analysisImpeccable organizational awareness skillsKnowledge in the following technical areas is a plus:Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologiesWorking knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologiesWorking technical knowledge of current software protocols and Internet standards

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