- Assigned a list of priority AvePoint customers to provide technical assistance, management, and expedited solutions.- Capture customer's business objectives and align them with product functionality. Track and bring goals to fruition through regular meetings with product users, owners, and stakeholders.- AvePoint product onboarding through training, technical walkthroughs, and best practice consultation.- Assist with product adoption with measurable goals that ensure and improve ROI.- Partner with internal Product Owners and Architects to collaborate on customer feedback, goals, and business critical requirements.- Stay up-to-date on all AvePoint product advancements. Deliver roadmap updates to customers and provide feedback to AvePoint to help shape future product updates.- Assist Technical Support with tickets requiring advanced troubleshooting for managed customers. - Act as Escalation Lead and advocate for customer on all technical escalations.- Maintain historical knowledge and notes on product and customer use cases.

- Responsible for a yearly multi-million dollar regional renewal goal.- Assigned CSM for top tier private sector logos from a wide range of industries: health care, insurance, financial, etc.- Build, maintain, and focus on customer relations and retention with business users, stakeholders, and decision makers.- Discover and teach, when and where better solutions would be effective to the customer's end goal.- Assist with combining our product sets with Microsoft product roll outs, such as Teams and OneDrive. Emphasis on Office 365 and SharePoint (cloud and on premise). - Consistently strive to improve product value through road map, use case, and QBR assessments with stakeholders and business users. - Technical Escalation Point for North American East Customer Success.

- Work with top tiered clients on assessing, improving, and driving AvePoint product implementation and adoption efforts.- Assist with combining our product sets with Microsoft product roll outs, such as Teams and OneDrive. Emphasis on Office 365 and SharePoint on premise. - Build, maintain, and focus on customer relations and retention with direct and agile case management and escalation, license review and provisioning, technical walkthroughs, and proof of concept reviews with Product Teams. - Consistently strive to improve product value through road map, use case, and QBR assessments with stakeholders and business users.

- Manage all North American Support Analysts covering North, Central, and South American Customers.- Created and distributed new hire and promotion training.- Complete and monitor administrative tasks and responsibilities for NA Support Team; including PTO, scheduling, and compensation.- Identify, assign, and manage all Escalations in the Americas. - Tracked and reported on Support and Product Trends to Business Group and Development.

- Worked with Product Management, Finance, and Legal Departments to create, enforce, and restructure rules and regulations set in place for license generation and delivery.- Created on-boarding process for Analysts new to license generation and delivery. - Resolved, managed, and assigned requests in License Queue based on internal SLAs.- Find and report bugs, logic, and UI issues.

- Managed team of technically proficient Technical Account Managers working with clients on Support Issues, Features Management, and AvePoint Best Practices.- Coordinated with Account Managers and Marketing on sales strategies and TAM subscription renewals.- Handled administrative duties for the TAM team; PTO, scheduling, travel, and compensation. - Worked with Microsoft Project to assign, review, and track tasks and projects for clients.

- Identify, assign, and manage all Escalations in the the Americas. - Worked with Development, Product Management, and Engineers in addressing and resolving high to critical product issues.- Managed Tier 2 Analyst in all escalations and pre-escalations strategies and tasks.- Reviewed and monitored trending escalations and product issues for both our on premise and cloud solutions, AvePoint Online Services.- Acted as liaison with customers in times of escalations. Providing insight and transparency on next steps and solutions.

- Manage Support Department covering customers from North, Central, and South America. - Work with Senior Management to discover and address service interruption issues with customer's on premise deployments as well as our cloud offering, AvePoint Online Services. - Train and guide Support Team Members with complex root cause analysis tactics, escalation management, and product updates.- Record, analyze, and report on Support trends across all products and regions.- Complete and monitor administrative tasks and responsibilities for NA Support Team; including PTO, scheduling, and compensation.

- Manage a team of 3-4 analysts by providing technical guidance and soft skills training with emphasis on maintaining goals, quota, and high customer feedback scores. - Daily review of cases to flag potential escalations and provide mitigating steps. - Work with customers on escalated cases and issues that require more high-touch approach from Senior Support Members.- Work closely with development and Product Management on identifying new trends in issues.

- Primary point of contact and escalation for customer issues with all AvePoint products.- Provide guidance, troubleshooting help, root cause analysis, and effective resolutions with the help of the Product Team, and Services Departments.- Leverage case, time, and escalation management skills to emphasize customer's needs and urgency for resolutions.- Be conduit for Product Team to deliver use case testing, logic concerns, UI and UX issues, and customer feedback.