Customer Success Manager

1 week ago

Jersey City, New Jersey, United States AvePoint Full time
About AvePoint

AvePoint is a leading provider of SaaS and data management solutions, recognized for its expertise in optimizing SaaS operations and securing collaboration. With a strong commitment to innovation and customer satisfaction, the company has established itself as a trusted partner for businesses seeking to enhance their digital presence.

The Role

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for driving repeatable strategies for technology adoption among our customers. Your primary objective will be to develop and maintain long-term relationships with enterprise-level accounts, ensuring seamless support and solution delivery while establishing a trusted advisor relationship with your customers.

Key Responsibilities
  • Develop success plans for accounts by creating metrics to support product onboarding, adoption, and customer retention and satisfaction goals
  • Maintain customer technical account portfolio to provide technical guidance and recommendations
  • Align AvePoint's product line to provide a comprehensive solution that satisfies the customer's business needs
  • Determine individualized customer success plans for customers, utilizing net promoter score (NPS) metrics and other customer data
  • Work closely with account managers to understand short-term and long-term sales strategies to identify key areas to drive customer success through product adoption and satisfaction
  • Shepherd existing customers through contract renewal cycles and work with sales teams to execute renewals
  • Identify and understand a customer's adoption status and support history throughout the post-sales cycle; determine how to incorporate these elements into the overall customer success strategy
  • Pursue a strategy of goal attainment to rectify any hurdles and steer clients towards success
  • Become an expert in the features and benefits of our applications
  • Plan 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 clients
Requirements
  • Bachelor's 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 business objectives through requirements gathering and analysis
  • Impeccable organizational awareness skills
Preferred Technical Skills
  • Understanding of Microsoft SharePoint architecture, components, and configuration
  • Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
  • Working technical knowledge of current software protocols and Internet standards

AvePoint is committed to fostering an inclusive and diverse work environment, where individuals from various backgrounds and experiences can thrive. We believe that diversity and inclusion drive our success and are at the core of how we hire, communicate, and collaborate to deliver value and excellence.

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