Canonical is hiring a
Enterprise Customer Success Manager

Summary

The job is for an Enterprise Customer Success Manager at Canonical in the APAC region. The role involves managing customer portfolios, coordinating complex projects, and serving as a customer advocate internally. The ideal candidate should have 5+ years of IT experience, excellent presentation skills, knowledge of agile methodologies, and be a team player.

Requirements

• 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

Responsibilities

• Onboard new customers and introduce them to Canonical's products and support processes
• 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
• Support customers through reactive ticket requests
• Create campaigns targeting multiple customers through digital touch-points and activities

Preferred Qualifications

• Experience with Salesforce, Jira, and CRMs is a big plus!
• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, is appreciated

Benefits

• Distributed work environment with twice-yearly team sprints in person
• 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