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About the Role

The Customer Success Manager (CSM) 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.

Responsibilities

• Drive customer enablement through positive business outcomes that strengthen adoption, improve customer retention, and increase satisfaction.
• Develop and maintain long-term relationships with key accounts, coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship.
• Solve customer problems through active product fit analysis and alignment to business needs.
• Determine individualized customer success plans utilizing net promoter score (NPS) metrics and other customer data.
• Work closely with account managers to understand sales strategies and identify keys 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 and cross/upsell.
• Identify and understand a customer’s adoption status and support history throughout the post-sales cycle, determining how to incorporate these elements into the overall customer success strategy.
• Pursue strategy of goal attainment to rectify any hurdles and steer client towards success.
• Become an expert in the features and benefits of AvePoint applications.
• Deliver web-based and/or onsite product overviews and training sessions for clients.
• Provide advisory and consultancy with clients regarding AvePoint technologies.

Requirements

• Bachelor’s degree or equivalent education.
• Several years of experience in a technical or business consulting role in SaaS industry, such as technical account management or business analysis.
• Strong customer satisfaction, customer service, adoption, and retention experience.
• Excellent written/verbal communication.
• Strong 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.

Skills

• Microsoft modern collaboration technologies such as SharePoint, Microsoft Teams
• M365, Azure or Microsoft Certifications
• Google workspace, Amazon Web Services, Salesforce cloud
• Customer telemetry systems like Gainsight

Location

• North America
• EMEA
• APAC

Work Type

• Hybrid

Experience Level

• Several years of experience

Education Level

• Bachelor’s degree or equivalent education

Benefits

• Competitive market-based compensation
• Career progression and internal mobility opportunities across our global footprint
• 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

About the Company

• 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.

Equal Opportunity

• Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.