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Enterprise Customer Success Manager
il y a 3 semaines
OverviewThe role of an Enterprise Customer Success Manager at Canonical is to reduce risk and churn, facilitate adoption of Canonical products and services, and support expansion within existing accounts. CSMs develop trust with assigned customers, understand objectives, and align expectations while suggesting a range of services or capacity to increase loyalty and deliver a collaborative roadmap. This role is remote in the EMEA region and requires native French with excellent English for internal interactions.ResponsibilitiesOnboard new customers and introduce them to Canonical products and support processes (examples include Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, and more).Coordinate complex projects with developers, IT managers, and decision makers from various industries.Collaborate with Sales, Field Engineering and Support to develop and deliver engagement plans that fulfill customer objectives.Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.Lead a disciplined, weekly customer and business review process with cross-functional teams, identify blockers, and drive resolution with product and engineering teams.Advocate for customers internally and influence Canonical roadmaps, websites, documentation, processes, and teams to improve satisfaction and retention.Support customers through reactive ticket requests.Create campaigns targeting multiple customers through digital touch-points and activities.QualificationsNative French level required with excellent command of English.Minimum 5 years of work experience with a strong IT background, with exposure to topics such as Linux OS, data applications, storage, cloud computing, networking, security, migration, and IoT.Excellent presentation skills with the ability to guide conversations about complex software.Experience building and improving internal processes while maintaining timely delivery on customer-related projects.Team-oriented with the ability to interact with all departments and levels, internally and externally.Knowledge of agile methodologies.Additional skills: experience with Salesforce, Jira and CRMs.BenefitsDistributed work environment with twice-yearly in-person team sprints; remote work since 2004.Personal learning and development budget of USD 2,000 per year.Annual compensation review and performance-driven bonus.Employee benefits reflecting Canonical values and global fairness.Localized programs balancing global needs.Annual holiday leave, maternity and paternity leave, and an Employee Assistance Programme.Opportunities to travel to meet colleagues.About CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source, publishing Ubuntu and enabling AI, IoT, and cloud initiatives. We hire on a global basis and maintain a remote-first culture. Canonical is an equal opportunity employer and fosters a diverse, inclusive workplace. #J-18808-Ljbffr
