Customer Success Manager - Strategic Enterprise Accounts

Avepoint - Jersey City, NJ

Full-time - Mid Level

Jersey City, NJ

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at AvePoint will play a pivotal role in driving technology adoption and ensuring customer satisfaction for our enterprise-level accounts. This position requires a deep understanding of the sales cycle from both a sales and technical perspective, enabling effective communication and collaboration between internal teams and external stakeholders, including customers, account managers, and technical support engineers. The successful candidate will be responsible for developing and implementing success plans tailored to individual accounts, focusing on metrics that support product onboarding, adoption, retention, and overall customer satisfaction. In this role, you will cultivate long-term relationships with enterprise clients, coordinating support efforts and organizing solution delivery while establishing yourself as a trusted advisor. You will maintain a comprehensive technical account portfolio, providing guidance and recommendations that align with AvePoint's product offerings to meet the unique business needs of each customer. Your responsibilities will also include utilizing customer data, such as net promoter scores (NPS), to inform individualized success plans and drive product adoption. Additionally, you will work closely with account managers to align short-term and long-term sales strategies, identifying key areas to enhance customer success. You will shepherd existing customers through contract renewal cycles, collaborating with sales teams to ensure successful renewals. Understanding each customer's adoption status and support history will be crucial in shaping the overall customer success strategy. You will also be expected to plan and execute onsite visits to customer locations to gain a deeper understanding of their challenges and goals, conducting executive business reviews to foster strong relationships and drive success.

Responsibilities

• Developing success plans for accounts by creating metrics to support product onboarding, product adoption, and customer retention and satisfaction goals.
• Developing and maintaining long-term relationships with enterprise-level accounts; coordinating support efforts and organizing solution delivery while establishing and owning a trusted advisor relationship with customers.
• Maintaining customer technical account portfolio to provide technical guidance and recommendations.
• Aligning AvePoint's product line to provide comprehensive solutions that satisfy customer business needs.
• Determining individualized customer success plans utilizing net promoter score (NPS) metrics and other customer data.
• Working 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.
• Shepherding existing customers through contract renewal cycles and collaborating with sales teams to execute renewals.
• Identifying and understanding a customer's adoption status and support history throughout the post-sales cycle; incorporating these elements into the overall customer success strategy.
• Pursuing strategies for goal attainment to rectify any hurdles and steer clients towards success.
• Becoming an expert in the features and benefits of AvePoint applications.
• Planning and executing onsite visits to customer locations as needed to establish a deep understanding of their challenges and goals by conducting executive business reviews.

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.

Nice-to-haves

• Knowledge of Microsoft SharePoint architecture, components, and configuration.
• Understanding the differences between SharePoint versions and Office 365 collaboration technologies.
• Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies.
• Working technical knowledge of current software protocols and Internet standards.