Join a pioneering tech firm at the forefront of the global open-source movement as an Enterprise Customer Success Manager (CSM). In this strategic role, you'll be the driving force behind delivering an exceptional customer experience, ensuring seamless adoption and expansion of our cutting-edge products and services.
As a CSM, you'll be responsible for developing trust-based relationships with your assigned customers, guiding them through our extensive product portfolio, including open-source infrastructure, applications, and the world-renowned Ubuntu operating system. By deeply understanding their objectives, you'll activate a wide range of internal and external capabilities to alleviate pain points, align expectations, and collaborate on a tailored roadmap for success.
We're seeking CSMs specializing in the following segments:
- Mass: Supporting SMEs or large businesses embarking on their journey with our organization.
- Focus: Catering to the needs of large companies with established recurring revenue.
- Step Growth: Providing dedicated attention to a select group of high-potential customers.
Additionally, you'll contribute to business support at the company level for all remaining, not-yet-assigned customers, including our Store clientele.
Your Day-to-Day Impact:
- Onboard new customers, introducing them to our products and support processes, spanning Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, and more.
- Elaborate and coordinate complex projects, collaborating with developers, IT managers, and decision-makers across various industries.
- Partner with Sales, Field Engineering, and Support teams to develop and deliver engagement plans that fulfill customer objectives.
- Manage a portfolio of customers in a specific geographic region, identifying growth opportunities or renewal risks in coordination with Sales.
- Run a disciplined, weekly customer and business review process with cross-functional teams, prioritizing blockers and driving resolution through corporate product and engineering teams.
- Advocate for customer needs internally, influencing product roadmaps, websites, documentation, processes, and personnel to improve customer satisfaction and retention.
- Support customers through reactive ticket requests.
- Create campaigns targeting multiple customers through digital touchpoints and activities.
Qualifications for Success:
- Minimum of 5 years of work experience in IT, with exposure to projects related to at least one of the following: Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
- Exceptional customer-facing skills and a passion for cloud and data center infrastructure technologies.
- Excellent presentation abilities, guiding conversations about complex software solutions.
- 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 levels, both internally and externally.
- Knowledge of agile methodologies.
Additional Skills (Bonus):
- Experience with Salesforce, Jira, and CRMs.
- Fluency in a language other than English.
What We Offer:
- Competitive compensation based on geographical location, experience, and performance, with annual reviews and a performance-driven bonus.
- Comprehensive benefits package reflecting our values and ideals, including a personal learning and development budget, recognition rewards, holiday leave, maternity and paternity leave, and an Employee Assistance Program.
- A distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004!
- Opportunities to travel and meet colleagues from your team and others, with Priority Pass and travel upgrades for long-haul company events.
Join a pioneering tech firm that is changing the world daily through open-source innovation. We expect excellence, and you'll be challenged 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, fostering a workplace free from discrimination, where diversity of experience, perspectives, and backgrounds create a better work environment and better products.
If you're ready to elevate customer success to new heights, we invite you to apply for this exciting opportunity.
Employment Type: Full-Time
Salary: $ 80,000.00 150,000.00 Per Year
