Customer Success Engineer - English/French Bilingual

The role

The Customer Success Engineer serves as a strategic technical resource for the Customer Success Team. This person assists with the adoption, enablement, configuration, and utilization of solutions.

What you will do

• Respond to digital customer engagement strategies including technical product health checks and onboarding engagements
• Proactively engage customers with low product adoption to deploy value-add use cases
• Engage customers with low NPS and CSAT sentiment scores to rectify reasons for low sentiment
• Partner with Customer Success and Product Marketing to run Customer Office Hours
• Contribute to production of How-To product videos
• Provide advice and best practice recommendations through virtual workshop sessions
• Conduct functionality and logic investigations to ensure solutions meet Customer needs
• Act as an internal technical resource for the Customer Success Team
• Lead Customer workshop sessions
• Manage At-Risk Clients via proactive engagement and internal coordination

Required qualifications

• BA/BS Degree with 2-3 years of work experience in a technical field
• 2+ years of technical software support or help desk experience
• Excellent communication, organization, presentation, and stakeholder management skills
• Comfortable making outbound phone calls
• Ability to work individually and utilize resources effectively to overcome challenges
• Motivation to learn and adapt in a fast-paced environment
• Amenable to a mid-shift schedule aligned with EMEA hours and a fully onsite work arrangement
• Fluency in English and French is required
• Understanding of Microsoft SharePoint and Microsoft 365 architecture, components, and configurations
• Understanding of AvePoint Online Services (AOS) components, configurations and typical use cases
• Familiarity with Microsoft SQL and networking technologies (TCP/IP, DHCP, DNS, Active Directory, SMTP and DHCP technologies)
• Experience testing and performing updates to a live Production environment

Nice to have

• Computer Science/Engineering majors preferred
• Knowledge on an enterprise content management system is preferable

Benefits

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (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
• Business Travel Opportunity (Top Performers)
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities

About the company

AvePoint is a company that believes diversity and inclusion drive success. They are committed to fostering an environment where people can bring their whole selves to work.