Customer Success Manager

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 clients. 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-level accounts, coordinating support efforts and organizing solution delivery while establishing a trusted advisor relationship with your customers. You will maintain a technical account portfolio, providing guidance and recommendations to ensure that AvePoint's product offerings align with the business needs of your clients. This includes determining individualized customer success plans based on net promoter score (NPS) metrics and other customer data. Collaboration with account managers is essential to understand both short-term and long-term sales strategies, identifying key areas to drive customer success through product adoption and satisfaction. You will shepherd existing customers through contract renewal cycles, working closely with sales teams to execute renewals effectively. Additionally, you will assess customer adoption status and support history throughout the post-sales cycle, integrating these insights into the overall customer success strategy. As a Customer Success Manager, you will pursue strategies to overcome hurdles and guide clients toward achieving their goals. You will become an expert in the features and benefits of AvePoint's applications, planning and executing onsite visits to customer locations as needed to gain a comprehensive understanding of their challenges and objectives through executive business reviews.

Responsibilities

• Develop success plans for accounts by creating metrics to support product onboarding, product adoption, and customer retention and satisfaction goals.
• Develop and maintain long-term relationships with enterprise-level accounts; coordinate support efforts and organize solution delivery while establishing a trusted advisor relationship with customers.
• Maintain customer technical account portfolio to provide technical guidance and recommendations.
• Align AvePoint's product line to provide comprehensive solutions that satisfy customer business needs.
• Determine individualized customer success plans 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; incorporate these elements into the overall customer success strategy.
• Pursue strategies for goal attainment to rectify any hurdles and steer clients toward success.
• Become an expert in the features and benefits of AvePoint 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.

Nice-to-haves

• Understanding 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.