Customer Success Manager
Company: AvePoint
Location: Jersey City
Posted on: June 22, 2022
Job Description:
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.What will you be
doing?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.Your Responsibilities Will Include
- 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 working with Customer Success Representatives and/or 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
- Delivering web-based and/or onsite product overviews and
training sessions for clientsOK, I'm interested... is this the job
for me?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
- 5+ 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 skillsKnowledge 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 standardsAbout AvePointCheck out our careers blog for
content on our people, culture, and workplace!We are an equal
opportunity employer and value diversity at our company. We do not
discriminate on the basis of race, religion, color, national
origin, gender, sexual orientation, age, marital status, veteran
status, or disability status.AvePoint promotes and maintains a
drug-free workplace.
Keywords: AvePoint, Jersey City , Customer Success Manager, Executive , Jersey City, New Jersey
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