Enterprise Customer Success Manager

Enterprise Customer Success Manager (French speaker)The role of an Enterprise Customer Success Manager at Canonical is to develop trust with assigned customers and provide them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customer's objectives, the CSM can align expectations, suggest additional services or product capacity to increase loyalty, alleviate 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, in their native language and with excellent English for any internal interaction, CSMs are specialized in one of the following segments:Mass - SMEs or large businesses starting their journey with CanonicalFocus - Large companies with established ARRStep Growth - a selection of high-potential customersLocation: This role will be based remotely in the EMEA region.What your day will look like:Onboard new customers and introduce them to our 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.Supporting customers through reactive ticket requests.Create campaigns targeting multiple customers through digital touch-points and activities.What we are looking for in you:Native French level required with excellent command of English.Minimum 5 years of work experience with a strong background in 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 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 That You Might Also BringExperience with Salesforce, Jira, and CRMs.What we offer you: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.About CanonicalCanonical 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 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. #J-18808-Ljbffr