Win-Back Representative

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.

Overview: Are you looking to launch your career in sales in the fast-paced tech industry? This role is your opportunity to start your journey in the world of enterprise software sales. We’ll provide you with continuous training and sales mentorship to help you on your way to success.

What will you be doing?

The Win-Back Representative is a key player in our customer retention strategy. This role is responsible for re-engaging and retaining customers who have cancelled or downgraded their services with AvePoint. This role requires excellent communication skills, a customer-centric mindset, and the ability to negotiate effectively.

Your responsibilities will include:

• Research and the CRM system before contacting former customers to identify their reasons for leaving or downgrading services.
• Investigate and analyze customer accounts through internal systems to gain a comprehensive understanding of why the account churned, ensuring you are fully prepared to engage with customers with insights into their journey.
• Contact churned customers through various communication channels (phone, email, etc.) with a personalized approach.
• Develop and implement strategies to re-engage these customers, leveraging AvePoint's suite of solutions.
• Rebuild trust by offering tailored solutions, incentives, or improvements that align with the customer’s needs and expectations.
• Negotiate new terms and offers, showcasing the value of AvePoint's products and services, to encourage customers to return or upgrade their services.
• Collaborate with the AvePoint sales and customer service teams to ensure a seamless customer experience.
• Track and report on win-back metrics, including the number of customers contacted and successfully re-engaged.
• Maintain detailed records of customer interactions, reasons for churn, and outcomes of win-back efforts
• Stay updated on AvePoint products and services to effectively communicate their value to customers. 

OK, I'm interested... is this the job for me?

We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

To be successful in this role, you need to be a self-motivated, out-of-the-box thinker with the ability to understand what a customer needs and articulate how AvePoint can help. You are also a team player who thrives on working collaboratively with both internal and external teams.

Other qualities you’ll need to be a fit for this role include:

• Proven experience in a customer service or sales role, preferably with knowledge of AvePoint's product suite.
• Excellent communication and negotiation skills.
• Strong problem-solving abilities and a customer-centric approach.
• Knowledge of CRM software and MS Office applications.
• Ability to work independently and as part of a team.
• Bachelor’s degree in marketing, Business Administration, or relevant field is a plus.
• Amenable to work hybrid work arrangement
• Amenable to work US Eastern time zone

What's in it for me?

• HMO coverage from day 1 of employment (+ 2 free dependents on your first day)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (Years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities

*Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives 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.