Customer Success Specialist

Customer Success Specialist
Sydney or Melbourne, Australia 

About AvePoint

Securing the Future. AvePoint is a global leader in data management and data governance, and over 21,000 customers worldwide rely on our solutions to modernize the digital workplace across Microsoft, Google, Salesforce and other collaboration environments. AvePoint’s global channel partner program includes over 3,500 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.

 

At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power of you!

 

About the position: 

Do you have a strong passion for helping customers with software enablement, training, and problem solving? Does the idea of being a trusted technical specialist and advisor excite you? We are seeking a highly motivated individual who is interested in working hand in hand with our Customer Success Team to assist with enablement, adoption, configuration, and utilization of class leading solutions. The Customer Success Specialist serves as a strategic technical resource to our Customer Success Team and works hand in hand with the Customer Success Team on customer engagements to assist in product enablement, training, adoption and professional recommendations, so customers can maximise their usage and achieve value realisation of the AvePoint solutions they own.

What your day to day will look like: 

Work as part of the Customer Success team to respond to digital customer engagement strategies including but not limited to regular technical product health checks, training and use case conversations with customers, and complete “call to action” tasks from Gainsight workflows, to help customers get the most out of product subscriptions they already have with AvePoint. This will involve hot and cold outreach to our existing customers via phone, Teams meetings and email.

• Proactively engage customers via outbound outreach who are displaying low product usage or 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.
• Manage at-risk customers via proactive engagement and internal alignment.
• Provide advice, best practices, training, or health check, to help customers overcome challenges and meet their business needs leveraging our solutions through virtual workshop sessions.
• Collaborate with our global support team and product team to resolve issues and ensure solutions will meet customer needs
• Align with account management team on account strategy and plan for customers to provide meaningful recommendations.
• Maintain a high degree of cohesion and forward-thinking during customer engagement.
• Identify potential product needs during customer engagement to be shared as lead with sales team.
• Contribute to / participate in the creation of customer-facing content which helps promote and influence customers’ deployment and/or further adoption of the AvePoint solutions, including but not limited to “How-To” videos, use case blogs, design documents, functional specifications, etc.
• Partner with marketing team to host virtual events like group training sessions, product new feature sharing sessions, to customers to help with their usage and adoption at scale.
• Identity risks early and proactively work with account management, global support, and other teams to minimise customer or product churns through successful customer engagement.
  
  

What you will bring to our team: 

You serve as a technical resource for our ANZ 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, Account Management Team, Global Support Team and other departments to ensure customers see value in our solutions and integrate them into their business processes. You will need to demonstrate high levels of professionalism both internally and externally.

 

• BA/BS Degree (Computer Science/Engineering majors preferred) with 2- 5 years of work experience in a technical field.
• 2+ years of,
  • technical software support or help desk experience, or
  • technical business analyst experience in cloud software field, or
  • product onboarding specialist experience, or
  • customer success associate (technical) experience.
• Excellent communication, organization, presentation, and stakeholder management skills
• Comfortable making outbound phone calls and hosting meetings and workshops.
• Ability to work individually and utilize resources effectively to overcome challenges.
• Motivation to learn and adapt in a fast-paced environment.
  
  

Knowledge in the following areas:

• Working experience with Microsoft 365 services, e.g. SharePoint, Teams, OneDrive, Exchange Online mailboxes, or On-prem SharePoint, e.g. SharePoint 2013/2016/2019.
• Understanding of architecture of Microsoft 365 SharePoint and Teams, including but not limited to key components, their relationships, functionalities, configurations.
• Experience with providing technical software onboarding, configuration optimisation, troubleshooting, support and training to external customers.
• Experience with exploring, discussing and mapping customer’s business requirements to product functionalities or technical implementations.
• Ability to learn technical knowledge and business value of cloud solutions quickly and strong communication and writing skills.
• Experience with collaboration with enterprise support teams such as global support, development, testing, technical account management and product team.
• Competency in end-to-end product functionality learning, configuration, testing, documentation and feedback management.
• Understanding of data protection, governance, security, compliance in Microsoft 365 services
• Working experience with Microsoft technologies, e.g. Azure VM, Azure storage, SQL database, networking technologies.
• In-depth experience with SharePoint or Teams is preferred, e.g. consulting, information architecture, or training.
• Certification on Microsoft 365, SharePoint, or Teams is preferred.
• Certification on cloud technologies such as Microsoft Azure, Google Workspace Cloud, Amazon Web Services is preferred.

Benefits we offer: 

• Competitive market-based compensation 
• Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC
• Work life balance through hybrid working model of 3 days a week in office
• Generous PTO allowance incl. specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!)
• Private Health Insurance
• Mobile Phone Plan Reimbursement 
• Tuition Reimbursement 
• Dedication Awards
• Employee Referral Program 
• ...and much more! 
  
  

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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