[Hiring] Enterprise Customer Success Manager @Canonical

Role Description

The role of an Enterprise Customer Success Manager at Canonical involves:

• Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Coordinating complex projects in interaction with developers, IT managers, and decision makers from various industries.
• Collaborating with Sales, Field Engineering, and Support to develop and deliver engagement plans that fulfill customer objectives.
• Managing a portfolio of customers in a specific geographic region and identifying growth opportunities or renewal risks in coordination with Sales.
• 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.
• Serving as a customer advocate internally and influencing Canonical products roadmaps, websites, documentation, processes, and people to improve customer satisfaction and retention.
• Supporting customers through reactive ticket requests.
• Creating campaigns targeting multiple customers through digital touch-points and activities.

Qualifications

• Native Japanese level required with excellent command of English, both mandatory.
• Minimum 5 years of work experience with a strong background in IT and 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.

Additional Skills

• Experience with Salesforce, Jira, and CRMs.

Benefits

• 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.