Customer Success Manager

About AvePointAbout 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 25000 customers worldwide rely on the AvePoint Confidence Platform to prepare secure and optimize their critical data across Microsoft Google Salesforce and other collaboration environments. AvePoints global channel partner program includes approximately 5000 managed service providers value-added resellers and systems integrators with our solutions available in more than 100 cloud marketplaces. To learn more visit .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 youAbout the positionThe Customer Success Manager (CSM) will be responsible for generating repeatable strategy of technology adoption for AvePoint 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 responsibilitiesDeveloping business value assessment program by creating customer success metrics to support product on-boarding product adoption as well as customer retention and satisfaction goalsDeveloping and maintaining long-term relationships with key 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 AvePoints product line to provide a comprehensive solution that satisfies the customers 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 with sales teams to execute renewals and cross / upsellIdentifying and understanding a customers 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 applicationsDelivering web-based and / or onsite product overviews and training sessions for clientsConduct basic technical consultancy with clients regarding AvePoint ProductsWhat you will bring to our teamBachelors degree or equivalent educationSeveral 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 communicationStrong 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 analysisKnowledge in the following technical areas are a plusUnderstanding of Microsoft SharePoint architecture components and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologiesAny M365 Azure or Microsoft CertificationsWorking knowledge of TCP / IP DHCP DNS Active Directory SMTP and DHCP technologiesOther cloud knowledge like Google workspace Amazon Web ServicesAvePoint 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.#LI-HR1Required Experience :ManagerKey SkillsBidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate MarketingEmployment Type :Full TimeExperience :yearsVacancy :1 #J-18808-Ljbffr