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Technical Solutions Consultant

7 days ago

Cebu City, Central Visayas, Philippines Avepoint Full time
About AvePoint
AvePoint is a global leader in data security, governance, and resilience. Our Confidence Platform helps organizations everywhere to collaborate with confidence. We have over 25,000 customers worldwide relying on our platform to prepare, secure, and optimize their critical data across various collaboration environments.

We are committed to investing in our people, fostering a culture where you are empowered to craft your career, make an impact, and own your future. We unleash the power of our employees to deliver exceptional results.

The role of a Customer Success Engineer is crucial in ensuring the success of our customers. As a strategic technical resource, you will work closely with our Customer Success Team to assist in adoption, enablement, configurations, technical recommendations, and utilization advice. Your responsibilities will include:

• Responding to digital customer engagement strategies, including technical product health checks, 30/60/90 day plans to value customer engagements throughout the onboarding stage, and call to action responses from Gainsight workflows.
• Proactively engaging customers via outbound outreach who are displaying low product adoption and working with them to deploy value-add use cases.
• Identifying customers that have responded to NPS and CSAT surveys with low sentiment scores and engaging those customers to identify and rectify the reason for low sentiment.
• Providing 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.
• Conducting functionality and logic investigations to ensure solutions will meet Customer needs.
• Acting 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.
• Leading Customer workshop sessions maintaining a high degree of cohesion and forward thinking.
• Managing At-Risk Clients via proactive engagement with customer and internal alignment.
• Identifying potential product needs to be shared as lead with sales team.
• Contributing to the creation of customer-facing content which helps promote and influence customers' deployment and/or further adoption of the AvePoint Confidence Platform.

You will serve as a technical resource for our Customer Success Team, requiring 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, demonstrating high levels of professionalism both internally and externally.