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Enterprise Customer Success Manager Americas
4 months ago
Job Description The role of an Enterprise Customer Success Manager at Canonical
Customer success is a new and strategic department at Canonical, with a clear objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and committing to providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customer's objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, and help draw and deliver on an appropriate collaboration roadmap.
We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.
Location: This role will be based remotely in the Americas region.
Onboard new customers and introduce them to our products and support processes. Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.
Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer's objectives.
Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention.
Supporting customers through reactive ticket requests.
Create campaigns targeting multiple customers through digital touch-points and activities.
The ideal candidate would display impeccable customer facing skills with a passion for cloud and data centre infrastructure technologies. Minimum 5 years of work experience with a strong relation to IT and with exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
Excellent presentation skills with the ability to guide a conversation about complex softwares.
Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
Knowledge of agile methodologies.
Experience with Salesforce, Jira and CRMs
Fluency in a language other than English
We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We balance our programs to meet local needs and ensure fairness globally.
Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004
Annual holiday leave
Opportunity to travel to new locations to meet colleagues from your team and others
Priority Pass for travel and travel upgrades for long haul company events
As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.
Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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