Customer Success Manager

About the position

Key responsibilities

• Driving customer enablement through positive business outcomes that strengthen adoption, improve customer retention, and increase satisfaction
• Developing and maintaining long-term relationships with key accounts; coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship with your customers
• Solving customer problems through active product fit analysis and alignment to 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 sales teams to execute renewals and cross/upsell.
• 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
• Provide advisory and consultancy with clients regarding AvePoint technologies

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