.The role of a Junior 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. Through a clear understanding of their customer's objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, as well as help draw and deliver on an appropriate collaboration roadmap.We are growing our Customer Success team to continue offering thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.This role is a first step in the CSM organisation. Primarily focusing on the Tech segment, including the store customers, you will also have a portfolio assigned. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience for them through problem-solving, onboarding, enablement and value realisation all the way to success. Collaborating with other teams and participating in campaign efforts, you will connect with a large range of users of Canonical products and identify our future champions.Location: This role will be based remotely in APAC.What your day will look likeA strong focus on supporting customers by finding solutions to ticket requests.Drive campaigns targeting multiple customers through digital touch-points and activities.Identify high potential as well as high risk customers from newly onboarded users or customersOnboard 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.Collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer's objectives.Engage with your portfolio of customers to ensure risk identificationCollect feedback from customers and format them for review by the product teamWhat we are looking for in youCustomer-facing experienceAn empathetic individual with a natural drive to help othersPassion for technology, infrastructure and Ubuntu in particular is a mustExcellent presentation skillsStrong organisational skills, ability to structure and constantly update documentationA team player capable of interacting with all departments internallyAdditional skills that you might also bringFluency in a language other than English (Japanese, Korean native encouraged)What we offer youWe consider geographical location, experience, and performance in shaping compensation worldwide
