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Enterprise Customer Success Manager APAC

2 months ago

Sacramento, California, United States Canonical Full time
{"title": "Customer Success Manager APAC", "description": "Role Overview

As a Customer Success Manager at Canonical, you will be responsible for developing trust with our assigned customers and providing them with the best possible experience navigating our vast offering. You will clearly understand their objectives, align expectations, and suggest additional services or product capacity to increase loyalty and alleviate pain points.

Key Responsibilities
  • Onboard new customers and introduce them to our products and support processes.
  • 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.
  • Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams.
  • Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes, and people to improve customer satisfaction and retention.
  • Support customers through reactive ticket requests.
  • Create campaigns targeting multiple customers through digital touch-points and activities.
Requirements
  • 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 software.
  • Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
  • A true team player capable of interacting with all departments and at all levels both internally and externally.
  • Knowledge of agile methodologies.
What We Offer
  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget of USD 2,000 per year.
  • Annual compensation review.
  • Recognition rewards.
  • Annual holiday leave.
  • Maternity and paternity leave.
  • Employee Assistance Programme.
  • 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.
About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. 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. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

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.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. 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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