Customer Success Engineer

Overview

Do you have a strong passion for technical enablement and problem solving? Does the idea of being a trusted technical resource 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 the adoption, enablement, configuration, and utilization of class leading solutions. 

What will you be doing?

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. 

Responsibilities will include:

• 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 day time to value customer engagements throughout onboarding stage, and “call to action” response from Gainsight workflows
• 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 “Customer Office Hours” meant to drive / influence product adoption across customer base
• Contribute to production of “How-To” 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 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.