A
Customer Success Engineer, DACH
full-time•Cebu
About this role
<p><strong>About AvePoint</strong><br><br>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 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit <a href="https://www.avepoint.com">www.avepoint.com</a>.</p>
<p>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!</p>
<p><strong>What will you be doing?</strong></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<p><span data-contrast="none">Responsibilities will include:</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<ul>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Proactively engage customers via outbound outreach who are displaying low product adoption and work with said customers to help deploy value-add use cases.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">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)</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Conduct functionality and logic investigations to ensure solutions will meet Customer needs.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Act as an internal technical post-sales resource for our Sales Team including answering technical questions, providing functionality advice and strategic insight.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Recognizing and understanding Account strategy to provide meaningful recommendations.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Lead Customer workshop sessions maintaining a high degree of cohesion and forward thinking.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Manage At-Risk Clients via proactive engagement with customer and internal alignment.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Identify potential product needs to be shared as lead with sales team.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
</ul>
<p><strong><span data-contrast="none">OK, I’m interested… is this the job for me?</span></strong><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<p><strong><span data-contrast="none">Other qualities of a good fit for this role:</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></strong></p>
<ul>
<li><span data-contrast="none">BA/BS Degree (Computer Science/Engineering majors preferred) with 2-3 years of work experience in a technical field</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">2+ years of technical software support or help desk experience</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Excellent communication, organization, presentation, and stakeholder management skills</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Comfortable making outbound phone calls</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Ability to work individually and utilize resources effectively to overcome challenges</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Motivation to learn and adapt in a fast-paced environment</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li>Amenable to a hybrid work arrangement (2 days remote and 3 days onsite per week) and comfortable working a mid-shift schedule (Germany time)</li>
</ul>
<p><strong><span data-contrast="none">Knowledge in the following areas:</span></strong><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<ul>
<li><span data-contrast="none">Understanding of Microsoft SharePoint and Microsoft365 architecture, components, and configurations</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Understanding of AvePoint Online Services (AOS) components, configurations and typical use cases</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Familiarity with Microsoft SQL and networking technologies (TCP/IP, DHCP, DNS, Active Directory, SMTP and DHCP technologies)</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Experience testing and performing updates to a live Production environment</span></li>
<li><span data-contrast="none">Competency in end-to-end functionality testing</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Ability to install, configure and troubleshoot Windows Server</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Understanding of data governance, compliance, and protection</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
<li><span data-contrast="none">Knowledge on an enterprise content management system is preferable</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
</ul>
<p><strong>What’s in it for you?</strong></p>
<ul>
<li>HMO coverage from day 1 of employment (plus 2 free dependents)</li>
<li>Group life insurance (upon regularization)</li>
<li>Paid annual and sick leaves (convertible into cash)</li>
<li>Paid compassionate leave (5 days)</li>
<li>Employee Dedication Award (years of service)</li>
<li>Employee Referral Bonus Program</li>
<li>Promoting diversity and inclusion</li>
<li>Business Travel Opportunity (Top Performers)</li>
<li>Hybrid Working Arrangement</li>
<li>Competitive compensation package,</li>
<li>Performance bonuses/incentives</li>
<li>Career growth & advancement opportunities<br><br></li>
</ul>
<p>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. </p>
<p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="color: rgb(255, 255, 255);">#LI-SP1</span></p><div class="content-conclusion"><p><span data-teams="true"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our <a id="menur12n" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://www.avepoint.com/company/privacy-notice" target="_blank">Privacy Notice</a>.</span></span></p></div>
What you'll do
- The Customer Success Engineer will work closely with the Customer Success Team to assist in customer engagements, focusing on adoption, enablement, and technical recommendations. Responsibilities include conducting customer outreach, managing at-risk clients, and providing best practice advice.
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 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 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.
If you have questions about your investment in AVPT please contact [email protected]
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Frequently Asked Questions
What does a Customer Success Engineer, DACH do at AvePoint?
As a Customer Success Engineer, DACH at AvePoint, you will: the Customer Success Engineer will work closely with the Customer Success Team to assist in customer engagements, focusing on adoption, enablement, and technical recommendations. Responsibilities include conducting customer outreach, managing at-risk clients, and providing best practice advice..
Is the Customer Success Engineer, DACH position at AvePoint remote?
The Customer Success Engineer, DACH position at AvePoint is based in Cebu, Isabela, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Success Engineer, DACH position at AvePoint?
You can apply for the Customer Success Engineer, DACH position at AvePointdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.