AddressCustomer Success Manager - Sydney or Melbourne, Australia
About AvePoint
Collaborate with confidence. AvePoint provides the most advanced platform to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions. Founded in 2001, AvePoint is a five-time Global Microsoft Partner of the Year and headquartered in Jersey City, New Jersey. For more information, visit https://www.avepoint.com.
At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power of you!
About the position:
AvePoint is seeking a Customer Success Manager 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.
You 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.
What your day to day will look like:
- 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 clients
What you will bring to our team:
- Bachelor's degree
- 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
- Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC
- Work life balance through hybrid working model of 3 days a week in office
- Generous PTO allowance incl. specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!)
- Private Health Insurance
- Mobile Phone Plan Reimbursement
- Tuition Reimbursement
- Dedication Awards
- Employee Referral Program
- ...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 and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
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