Enterprise Customer Success Manager Americas The role of an Enterprise Customer Success Manager at CanonicalCustomer 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. To provide the appropriate level of focus for every customer, CSMs are specialized in the following segments:Mass - SMEs or large businesses starting their journey with CanonicalFocus - Large companies with established ARRStep Growth - a selection of high-potential customersAll 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.What your day will look likeOnboard 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.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 teamsServe 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.What we are looking for in youThe ideal candidate would display impeccable customer facing skills with a passion for cloud and data centre 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 softwares.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.Additional skills that you might also bringExperience with Salesforce, Jira and CRMsFluency in a language other than EnglishWhat we offer youWe 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 provide all team members with additional benefits, which reflect our values and ideals. 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!Personal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleagues from your team and othersPriority Pass for travel and travel upgrades for long haul company eventsAbout CanonicalCanonical 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 employerWhy is Customer Success important to you? *How often do you currently meet with a client to establish a solid relationship? *In your previous experience, what did you put in place to ensure the retention of your customers ? *List 3 Enterprise IT Solutions you influenced a customer to implement to help deliver on their business goals. *What was your bachelor's university degree result, or expected result if you have not yet graduated? Please include the grading system to help us understand your result e.g. '85 out of 100', '2:1 (Grading system: first class, 2:1, 2:2, third class)' or 'GPA score of 3.8/4.0 (predicted)'. We have hired outstanding individuals who did not attend or complete university. If this describes you, please continue with your application and enter 'no degree'. *Universities around the world score degrees in different ways. Please indicate your result, or expected result if you are close to graduation, along with information about the grading system.How did you perform in mathematics at high school? *How did you perform in your native language at high school? *Please share your rationale or evidence for the high school performance selections above. Make reference to provincial, state or nation-wide scoring systems, rankings, or recognition awards, or to competitive or selective college entrance results such as SAT or ACT scores, JAMB, matriculation results, IB results etc. We recognise every system is different but we will ask you to justify your selections above. *What time zone are you in? *We expect all colleagues to meet in person 2-4 times a year, at internal company events lasting between 1-2 weeks. We try to pick new and interesting locations that will likely require international travel and entry requirement visas and vaccinations. Are you willing and able to commit to this? *Please note that if you require any accommodation for travel that relates to a physical disability please do let us know during your hiring process and we will be happy to discuss your requirements further.WebsiteLinkedIn ProfilePlease confirm that you have read and agree to Canonical's Recruitment Privacy Notice and Privacy Policy. *Recruitment Privacy NoticePrivacy PolicyIn which country do you currently work? *Please select your current location from the dropdown.During this application process I agree to use only my own words. I understand that plagiarism, the use of AI or other generated content will disqualify my application. *#J-18808-Ljbffr
