Customer Engagement Manager
2 weeks ago
Position Overview:
The Client Success Strategist will play a pivotal role in formulating a systematic approach to technology utilization for AvePoint clients.
It is essential to grasp the complete sales process from both a commercial and technical standpoint to effectively communicate with internal and external parties, including clients, account representatives, and technical support teams.
Key Responsibilities:
1. Crafting success strategies for accounts by establishing metrics that support product onboarding, usage, and customer loyalty and satisfaction objectives.
2. Building and nurturing long-term partnerships with enterprise-level clients; orchestrating support initiatives and managing solution delivery while fostering a trusted advisor relationship with your clients.
3. Overseeing the technical account portfolio to offer expert guidance and recommendations.
4. Aligning AvePoint's offerings to deliver a holistic solution that meets the client's business requirements.
5. Formulating personalized customer success strategies for your clients, leveraging net promoter score (NPS) metrics and other client data.
6. Collaborating closely with account representatives to comprehend both short-term and long-term sales strategies to pinpoint critical areas for enhancing customer success through product usage and satisfaction.
7. Guiding existing clients through contract renewal processes and collaborating with sales teams to facilitate renewals.
8. Assessing and understanding a client's adoption status and support history throughout the post-sales journey; determining how to integrate these factors into the overall customer success strategy.
9. Pursuing strategies for achieving goals to address any challenges and guide clients toward success.
10. Becoming proficient in the features and advantages of our applications.
11. Planning and conducting onsite visits to client locations, as necessary, to gain a comprehensive understanding of their challenges and objectives by conducting executive business reviews for clients.
Qualifications:
- Bachelor's degree in a relevant discipline.
- 2+ years of experience in a technical consulting capacity, such as technical account management or technical business analysis.
- Strong background in customer satisfaction, service, adoption, and retention.
- Exceptional written and verbal communication, organizational, presentation, and project management skills.
- Ability to work independently and collaboratively within a global team environment.
- Eagerness to learn and adapt in a dynamic setting.
- Proven experience in engaging with various stakeholders and decision-makers, both internally and externally.
- Expertise in customer relationship management.
- Advanced capability to comprehend business objectives through requirements gathering and analysis.
- Excellent organizational awareness skills.
- Familiarity with the following technical domains is advantageous:
- Understanding of Microsoft SharePoint architecture, components, and configuration, including differences between SharePoint versions and Office 365 collaboration technologies.
- Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies.
- Technical understanding of current software protocols and Internet standards.
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