Customer Success Engineer, US (Night Shift)

About AvePoint

Beyond Secure. AvePoint is the global leader in data security governance and resilience going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25000 customers worldwide rely on the AvePoint Confidence Platform to prepare secure and optimize their critical data across Microsoft Google Salesforce and other collaboration environments. AvePoints global channel partner program includes approximately 5000 managed service providers value-added resellers and systems integrators with our solutions available in more than 100 cloud marketplaces. To learn more visit .

At AvePoint we are committed to investing in our people. Agility passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career make an impact and own (y)our future. Unleash the power of you!

What will you be doing

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 toassistin adoption enablement configurations technical recommendations andutilizationadvice.

Responsibilities will include:

• 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 day time to value customer engagements throughout onboarding stage and call to action response from Gainsight workflows
• Proactively engage customers 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
• Partner with Customer Success and/or Product Marketing to develop and run Customer Office Hours meant to drive / influence product adoption across customer base
• Contribute to production of How-To product videos to help liaise customers throughout product usage and expansion
• Provide advice and best practice recommendations for Customers to overcome challenges and meet business needs leveraging our solutions through virtual workshop sessions
• Conduct functionality and logic investigations to ensure solutions will meet Customer needs
• Act as an internal technical resource for our Customer Success 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 and facilitate Internal coordination
• 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 functionalspecifications etc.
  
  

OKIminterested is this the job for me

You serve as a technical resource for our 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.

Other qualities of a good fit for this role:

• 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 andutilizeresources effectively to overcome challenges
• Motivation to learn and adapt in a fast-paced environment
• Amenable to a hybrid work arrangement (2 days remote and 3 days onsite per week) and comfortable working a mid-shift schedule (Germany time)

Knowledge in the following areas:

• Understanding of Microsoft SharePoint and Microsoft365 architecture components and configurations
• Understanding of AvePoint Online Services (AOS) componentsconfigurationsand 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

Whats in it for you

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement
• Competitive compensation package
• Performance bonuses/incentives
• Career growth & advancement opportunities
  
  

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.

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Required Experience:

IC