Customer Success Specialist

Were seeking a proactive and customercentric Customer Success Specialist to support our longtail customers across Australia and New this role youll help customers realise the full value of their AvePoint investment by driving successful product adoption and delivering positive highquality engagement that supports retention and growth.

About the Role

As a Customer Success Specialist youll connect with customers primarily via proactive outbound calls to improve technical adoption and ensure a smooth experience with AvePoint solutions. Youll work closely with our Customer Success team to execute digital engagement strategies including:

• Technical product health checks
• Customer value engagements throughout their journey with AvePoint
• Responding to call to action triggers generated through Gainsight workflows

Youll build trusted relationships guide customers through solution usage and ensure they understand the business value AvePoint brings to their organisation.

What Youll Do

• Drive proactive customer outreach to support technical adoption
• Conduct usecase discussions product health checks and lightweight product training
• Communicate new product features and ensure customers maximise ROI
• Collaborate with the Customer Success team to execute digital engagement programs and initiatives
• Act as the customers voice within AvePoint advocating for their requirements and influencing improvements across product and process
• Support retention expansion and overall customer satisfaction

Skills & Experience Were Looking For

• 5 years in technical software support or help desk roles or 2 years in customer success
• Strong customer satisfaction and quality customer service
• Excellent written and verbal communication skills including presenting and organising information effectively
• Confidence and capability in outbound calling and emailbased engagement
• Solid understanding of Microsoft 365 (SharePoint Teams OneDrive) including components and configurations
• Competency in endtoend functionality testing
• Ability to gather and analyse customer requirements to understand business objectives
• High accountability urgency and proactive engagement style
• Creative problemsolving and a forwardthinking mindset
• Ability to work independently and collaborate effectively within a global team
• Eagerness to learn and adapt in a fastpaced environment

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 (3 days onsite & 2 days work-from-home)
• Competitive compensation packagePerformance 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.

Required Experience:

IC