Enterprise Customer Success Manager (Japanese speaker)
Job description
Enterprise Customer Success Manager at Canonical, responsible for developing trust with assigned customers, reducing risk and churn, and supporting adoption and expansion within existing accounts. The role is based remotely in the APAC region.
At a glance
- Employment
- Full-time
- Work mode
- Remote · APAC region
- Languages
- Japanese – native, English – excellent
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
- 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
- Native Japanese level required with excellent command of English, both mandatory
- Minimum 5 years of work experience with a strong background in 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
Nice to have
- Experience with Salesforce, Jira and CRMs
Your team
Customer Success
A fairly new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts.
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
- 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
- Performance-driven annual bonus
Apply
About Canonical
The company that publishes Ubuntu
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. Canonical has been a remote-first company since its inception in 2004.
Mission
At the forefront of the global move to open source
Key facts
- 2004
- Open source software
- Remote-first company since 2004
- Recruits on a global basis
- Publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud
What they value
- Excellence
- Diversity of experience, perspectives, and background