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Enterprise Customer Success Manager Americas
2 months ago
Canonical is seeking an experienced Enterprise Customer Success Manager to join our team. This role will be responsible for developing trust with assigned customers and providing them with the best possible experience navigating Canonical's vast offering.
About the Role- Onboard new customers and introduce them to our products and support processes.
- Elaborate and 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.
- 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 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.
- Experience with Salesforce, Jira and CRMs is a big plus.
- Proficiency in Spanish and Portuguese alongside an excellent command of English is a plus.
Canonical 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 are a remote-first company since our inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
We are an equal opportunity employer and proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products.
