About the job
About the Role:
AvePoint is on the lookout for a dynamic Customer Success Manager (CSM) who will play a pivotal role in cultivating and executing initiatives that enhance product adoption, thereby ensuring customer satisfaction, engagement, and loyalty. We are looking for an enthusiastic, business-savvy self-starter with exceptional customer relationship management skills.
The CSM will be entrusted with establishing a consistent strategy for technology adoption among AvePoint's clientele. A thorough understanding of the complete sales cycle, from both sales and technical perspectives, is essential for effectively communicating with internal and external stakeholders, including customers, account managers, and technical support teams.
Key Responsibilities:
- Design and implement a business value assessment program by developing customer success metrics that facilitate product onboarding and enhance customer retention and satisfaction.
- Serve as the technical account manager for enterprise-level clients, coordinating support efforts and ensuring solution delivery while building and maintaining a trusted advisor relationship with customers.
- Oversee a portfolio of technical customer accounts, providing expert guidance and recommendations.
- Align AvePoint’s product offerings to deliver comprehensive solutions that meet customer business requirements.
- Craft personalized customer success plans using metrics such as Net Promoter Score (NPS) and other relevant customer data.
- Collaborate closely with account managers to comprehend both short-term and long-term sales strategies, identifying key areas to enhance customer success through product adoption and satisfaction.
- Guide existing clients through contract renewal processes and execute renewals effectively.
- Assess customer adoption status and support history throughout the post-sales cycle, integrating these insights into the overarching customer success strategy.
- Implement strategies to overcome challenges and drive clients toward their goals.
- Become well-versed in the features and advantages of our applications.
- Conduct web-based and/or onsite product demonstrations and training sessions for clients.

