Enterprise Customer Success Manager
Job description
Enterprise Customer Success Manager at Canonical, responsible for developing trust with assigned customers, reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. The role is based remotely and works across Canonical's open source product portfolio from Ubuntu to open-source infrastructure and applications.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- English – excellent command
What you'll do
- Onboard new customers and introduce them to our products and support processes, including 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
- Run 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
What we're looking for
- 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
- Impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies
- 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
Nice to have
- Proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English
- Experience with Salesforce, Jira and CRMs
Your team
Customer Success
Customer success is a new and strategic department at Canonical, with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. CSMs are specialized in one of the following segments: Mass, Focus, and Step Growth.
Benefits
- 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
- Team Member Assistance Program & Wellness Platform
- Opportunity to travel to new locations to meet colleagues
- Priority Pass and travel upgrades for long-haul company events
- Performance-driven annual bonus or commission
Apply
About Canonical
A leading provider of open source software and operating systems to the global enterprise and technology markets
Canonical publishes Ubuntu, one of the most important open-source projects and the platform for AI, IoT, and the cloud. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person. The company is founder-led, profitable, and growing.
Mission
To be at the forefront of the global move to open source
Key facts
- 1200+ colleagues
- 2004
- Open source software and operating systems
- Publishes Ubuntu
- 1200+ colleagues in 75+ countries
- Very few office-based roles
- Founder-led, profitable, and growing
- Most colleagues have worked from home since inception in 2004
- Teams meet two to four times yearly in person
What they value
- Excellence
- Think differently
- Work smarter
- Learn new skills
- Raise your game
- Diversity of experience, perspectives, and background