The Customer Success Engineer serves as a strategic technical resource to our Customer Success Team, working hand in hand with the team on customer engagements to assist in adoption, enablement, configurations, technical recommendations, and utilization advice.
Requirements
- Work as part of a team to respond to digital customer engagement strategies
- 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 âCustomer Office Hoursâ meant to drive / influence product adoption across customer base
- Contribute to production of âHow-Toâ 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 customersâ deployment and/or further adoption of the AvePoint Confidence Platform, including but not limited to âHow-Toâ videos, use case blogs, design documents, functional specifications, etc.
Benefits
- HMO coverage from day 1 of employment
- 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
