Job Description
About the Role:
AvePoint is seeking a Customer Success Manager (CSM) to develop and implement programs to ensure product adoption that will drive customer success, engagement and retention. This role calls for a highly collaborative, business savvy self-starter who is highly skilled at customer relationship management.
The 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.
Key Requirements:
- Developing business value assessment program by creating customer success metrics to support product on-boarding, product adoption as well as customer retention and satisfaction goals
- Leading and serving as the technical account manager on 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 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
- Delivering web-based and/or onsite product overviews and training sessions for clients
What you will bring to our team:
We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.
Other qualities you’ll need to be a fit for this role include:
- Bachelor’s degree
- Fluent in English and French, in both written and verbal
- 3+ 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
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 technical knowledge of current software protocols and Internet standards
Benefits we offer:
- Competitive market-based compensation
- Work-life balance through a hybrid working model
- Career progression and internal mobility opportunities
- EUR 1.000,00/Year towards our Tuition Reimbursement Program
- Ticket Restaurants
- Health Insurance
- Employee Referral Program
- Corporate Donation Matching Program
- Company sponsored events / regular team building events
- Access to AvePoint holidays!
- … and much more!
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.
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