Customer Success Engineer
Sydney or Melbourne, Australia
About AvePoint
Securing the Future. AvePoint is a global leader in data management and data governance, and over 21,000 customers worldwide rely on our solutions to modernize the digital workplace across Microsoft, Google, Salesforce and other collaboration environments. AvePoint’s global channel partner program includes over 3,500 managed service providers, value added resellers and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit 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:
Do you have a strong passion for technical enablement and problem solving? Does the idea of being a trusted technical resource excite you? We are seeking a highly motivated individual who is interested in working hand in hand with our Customer Success Team to assist with the adoption, enablement, configuration, and utilization of class leading solutions. The Customer Success Engineer serves as a strategic technical resource to our Customer Success Team. The CS Engineer works hand in hand with the Customer Success Team on Customer engagements to assist in adoption, enablement, configurations, technical recommendations, and utilization advice.
What your day to day will look like:
- Work as part of a team to respond to digital customer engagement strategies including but not limited to technical product health checks, 30/60/90 daytime to value customer engagements throughout onboarding stage, and “call to action” response from Gainsight workflows. This will involve cold outreach to customers via phone and email.
- Proactively engage customers via outbound outreach who are displaying low product adoption and work with said customers to help deploy value-add use cases.
- Identify customers that have responded to NPS and CSAT surveys with low sentiment scores and engage those customers to identify and rectify the reason for low sentiment.
- Provide advice and best practice recommendations for Customers to overcome challenges and meet business needs leveraging our solutions through virtual workshop sessions or inbound support tickets (General enquiries only)
- Conduct functionality and logic investigations to ensure solutions will meet Customer needs.
- Act as an internal technical post-sales resource for our Sales Team including answering technical questions, providing functionality advice and strategic insight.
- Recognizing and understanding Account strategy to provide meaningful recommendations.
- Lead Customer workshop sessions maintaining a high degree of cohesion and forward thinking.
- Manage At-Risk Clients via proactive engagement with customer and internal alignment.
- Identify potential product needs to be shared as lead with sales team.
- Contribute to / participate in the creation of customer facing content which help promote and influence customers’ deployment and/or further adoption of the AvePoint Confidence Platform, including but not limited to “How-To” videos, use case blogs, design documents, functional specifications, etc.
What you will bring to our team:
You serve as a technical resource for our ANZ Customer Success Team which means you will need in depth technical knowledge as well as strong communication skills. You will work closely with our Customer Success Managers and our Sales Team on specific Customers as well as other departments and will need to demonstrate high levels of professionalism both internally and externally.
- BA/BS Degree (Computer Science/Engineering majors preferred) with 2- 3 years of work experience in a technical field.
- 2+ years of technical software support or help desk experience.
- Excellent communication, organization, presentation, and stakeholder management skills
- Comfortable making outbound phone calls.
- Ability to work individually and utilize resources effectively to overcome challenges.
- Motivation to learn and adapt in a fast-paced environment.
Knowledge in the following areas:
- Understanding of Microsoft SharePoint and Microsoft365 architecture, components, and configurations
- Understanding of AvePoint Online Services (AOS) components, configurations and typical use cases
- Familiarity with Microsoft SQL and networking technologies (TCP/IP, DHCP, DNS, Active Directory, SMTP and DHCP technologies)
- Experience testing and performing updates to a live Production environment.
- Competency in end-to-end functionality testing
- Ability to install, configure and troubleshoot Windows Server
- Understanding of data governance, compliance, and protection
- Knowledge on an enterprise content management system is preferable.
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 drive 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.
#LI-Hybrid
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