Customer Success Manager
On-site · The Hague, South Holland, The Netherlands
Job Summary
The Customer Success Manager will design and execute a repeatable strategy for technology adoption across AvePoint customers, liaising between customers, account managers, and technical support. Responsibilities include developing and maintaining customer success metrics and onboarding/adoption plans to drive retention and satisfaction; managing long-term relationships with key accounts; guiding technical account portfolios with product-alignment for customer needs; creating individualized success plans using NPS and other data; collaborating with sales to drive renewals and cross/upsell; guiding post-sales adoption and support history into the overall strategy; delivering product overviews/training (web or onsite); and providing basic technical consultancy. The role requires deep product knowledge, strong communication with diverse stakeholders, and the ability to operate within a global, collaborative team, with a focus on customer value realization and successful contract renewals.
Required Qualifications
- 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, customer service, adoption, and retention experience
- Excellent written/verbal communication in Dutch and English - any additional regional language (French, Scandinavian) is a plus
- Strong 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
- Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologies
- Any M365, Azure or Microsoft Certifications
- Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
- Other cloud knowledge like Google workspace, Amazon Web Services
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