Enterprise Customer Success Manager
About the role
The Customer Success Department at Canonical is a new and strategic initiative aimed at reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. CSMs are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering.
Responsibilities
- Onboard new customers and introduce them to our products and support processes.
- Products include: 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.
- Create campaigns targeting multiple customers through digital touch-points and activities.
Requirements
The ideal candidate would display impeccable customer-facing skills with a passion for cloud and data center infrastructure technologies. We are also 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.
- 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.
Qualifications
If you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us!
Skills
- Experience with Salesforce, Jira and CRMs is a big plus!
Benefits
We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us!
Pay
Colleague compensation is shaped by geographical location, experience, and performance. We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission.
Schedule
We offer a distributed work environment with twice-yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. 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.