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Entry-Level Customer Success Specialist

3 months ago

TroisRivières, Quebec, Canada Canonical Full time
Role Overview of a Customer Success Specialist at Canonical

The Customer Success department at Canonical is a pivotal and innovative segment aimed at minimizing risks and customer turnover, promoting the adoption of our diverse product offerings, and facilitating growth within established accounts. Customer Success Specialists (CSS) are tasked with building trust with their designated clients and ensuring they have an exceptional experience while navigating Canonical's extensive portfolio. By comprehensively understanding their clients' goals, the CSS can leverage a wide array of internal and external resources to address challenges, align expectations, and create a collaborative roadmap for success.

As we expand our Customer Success team, we aim to maintain thoughtful, intelligent, and precise interactions across our product range, which includes Ubuntu and various open-source infrastructure solutions.

Work Environment: This position is available for remote work globally.

Daily Responsibilities
  1. Primarily focus on assisting clients by resolving ticket inquiries.
  2. Enhance documentation related to problem resolution, FAQs, and onboarding resources.
  3. Lead campaigns aimed at multiple clients through various digital engagement strategies.
  4. Identify both high-potential and high-risk clients among newly onboarded users.
  5. Facilitate the onboarding process for new clients, introducing them to our products and support systems, which include Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
  6. Collaborate with Sales and Support teams to develop and implement engagement strategies that meet client objectives.
  7. Engage with your assigned client portfolio to ensure proactive risk management.
  8. Gather client feedback and prepare it for review by the product development team.
Desired Qualifications
  1. Experience in customer-facing roles.
  2. An empathetic individual with a genuine desire to assist others.
  3. A strong interest in technology, particularly infrastructure and Ubuntu.
  4. Exceptional presentation abilities.
  5. Excellent organizational skills, with the capacity to structure and continually update documentation.
  6. A collaborative team player capable of engaging with all internal departments.
Additional Skills that May Enhance Your Application
  1. Our Customer Success team values multilingual capabilities. If you are proficient in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to strong English skills, please let us know.
What We Offer
We take into account geographical location, experience, and performance when determining compensation globally. We conduct annual reviews of compensation (more frequently for graduates and associates) to ensure recognition of exceptional performance. Alongside base salary, we provide a performance-based annual bonus. Our benefits reflect our values and principles, tailored to meet local needs while ensuring global fairness.
  1. A distributed work environment with biannual team gatherings.
  2. A personal learning and development budget of USD 2,000 annually.
  3. Annual salary review.
  4. Recognition rewards.
  5. Annual leave.
  6. Parental leave policies.
  7. Employee Assistance Program.
  8. Opportunities for travel to connect with colleagues.
  9. Priority Pass for travel and upgrades for long-distance company events.
About Canonical
Canonical is a leading technology company at the forefront of the global shift towards open-source solutions. As the publisher of Ubuntu, a key open-source project and a platform for AI, IoT, and cloud technologies, we are making significant impacts daily. We recruit globally and maintain high standards for new hires, seeking excellence in all aspects of our work.

Since its founding in 2004, Canonical has operated as a remote-first organization. Working at Canonical represents a forward-thinking opportunity that challenges you to innovate, work efficiently, acquire new skills, and elevate your professional capabilities. Canonical offers a unique perspective into the dynamics of 21st-century digital enterprises.

Canonical is an equal opportunity employer
We are committed to fostering a workplace that is free from discrimination. The diversity of experiences, perspectives, and backgrounds contributes to a better work environment and superior products. Regardless of your identity, we ensure that your application receives fair consideration.