The Customer Success Manager (CSM) will be responsible for generating a repeatable strategy of technology adoption for AvePoint customers. You must understand the full sales cycle from both a sales and technical strategy perspective, liaising between internal and external stakeholders such as customers, account managers and technical support engineers.
Key responsibilities:- Develop a business value assessment program by creating customer success metrics to support product onboarding, product adoption and customer retention and satisfaction goals.
- Develop and maintain long‑term relationships with key accounts; coordinate support efforts and organize solution delivery while establishing and owning a trusted advisor relationship with customers.
- Maintain a customer technical account portfolio to provide technical guidance and recommendations.
- Align AvePoint’s product line to provide comprehensive solutions that satisfy the customer’s business needs.
- Determine individualized customer success plans using NPS metrics and other customer data.
- Work closely with account managers to understand short‑term and long‑term sales strategies and 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 and cross‑upsell.
- 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 a goal‑attainment strategy to rectify hurdles and steer clients toward success.
- Become an expert in the features and benefits of AvePoint applications.
- Deliver web‑based and/or onsite product overviews and training sessions for clients.
- Conduct basic technical consultancy regarding AvePoint products.
- Bachelor’s degree or equivalent education.
- Several years of experience in a technical consulting role such as technical account management or technical business analysis.
- Strong customer satisfaction, service, adoption, and retention experience.
- Excellent written and verbal communication in Dutch and English; other regional languages are a plus.
- Strong organization, presentation, and project management skills.
- Ability to work independently and within a highly collaborative global team setting.
- Willingness to learn and adapt in a fast‑paced environment.
- Strong experience communicating with different stakeholders and decision makers, both internally and externally.
- Expertise in customer relationship management.
- Advanced ability to understand business objectives through requirements gathering and analysis.
- Understanding of Microsoft SharePoint architecture, components, and configuration; knowledge of SharePoint versions and Office 365 collaboration technologies.
- Any M365, Azure or Microsoft certifications.
- Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DNS technologies.
- Knowledge of other cloud platforms such as Google Workspace, Amazon Web Services.