Customer Success Manager

Overview

• About the position:
• The Customer Success Manager 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.
• Specific responsibilities include, but are not limited to:
• Developing success plans for accounts by creating metrics to support product on-boarding, product adoption as well as customer retention and satisfaction goals
• Developing and maintaining long-term relationships with enterprise-level accounts; coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship with your customers
• Maintaining customer technical account portfolio to provide technical guidance and recommendation
• Aligning AvePoint’s product line to provide a comprehensive solution that satisfies the customer’s business needs
• Determining individualized customer success plans for your customers, utilizing net promoter score (NPS) metrics and other customer data
• Working 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 satisfaction
• Shepherding existing customers through contract renewal cycles and working sales teams to execute renewals
• Identifying and understanding 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
• Pursuing strategy of goal attainment to rectify any hurdles and steer client towards success
• Becoming an expert in the features and benefits of our applications
• Plan and execute onsite visits to customer locations, as needed, to establish deep understanding of their challenges and goals by executing executive business reviews for clients
• What you will bring to our team:
• Arabic and English Speaker is a must
• 5+ years of experience in technical consulting role such as technical account management or Sales Engineering
• 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
• Knowledge in the following technical areas are a plus:
• Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologies
• Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
• Working knowledge of M365, Teams, Azure, Power Platform, Microsoft Entra
• Working technical knowledge of current software protocols and Internet standards
• 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.
• 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.