Enterprise Customer Success Manager APAC

Job highlights
Identified by Google from the original job post
Qualifications
The ideal candidate would display impeccable customer facing skills with a passion for cloud and data centre infrastructure technologies
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 bring
Experience with Salesforce, Jira and CRMs is a big plus!
We at the Customer Success team strongly appreciate various languages!
Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!
Benefits
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
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
Responsibilities
Customer success is a 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
By clearly understanding their customer's objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, 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 one of the following segments:
Mass - SMEs or large businesses starting their journey with Canonical
Focus - Large companies with established ARR
Step Growth - a selection of high-potential customers
All 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 APAC region
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
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 teams
Serve 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
Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004!
Job description
Job DescriptionJob Description

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a 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. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customer's objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, 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 one of the following segments:
• Mass - SMEs or large businesses starting their journey with Canonical
• Focus - Large companies with established ARR
• Step Growth - a selection of high-potential customers

All 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 APAC region.

What your day will look like
• 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.
• 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 teams
• Serve 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 you

The 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 bring
• Experience with Salesforce, Jira and CRMs is a big plus!
• We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

What we offer you

We 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 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

About Canonical

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. 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 employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

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