Enterprise Customer Success Manager EMEA

2 days ago

TroisRivières, Quebec, Canada Canonical Full time
About the Role

We are seeking a highly skilled Enterprise Customer Success Manager EMEA to join our team at Canonical. As a key member of our Customer Success department, you will be responsible for developing and maintaining strong relationships with our enterprise customers in the EMEA region.

Key Responsibilities
  • Customer Onboarding: Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
  • Project Coordination: Elaborate and coordinate complex projects in interaction with developers, IT managers, and decision makers from various industries.
  • Engagement Planning: Collaborate with Sales, Field Engineering, and Support in developing and delivering engagement plans that fulfill the customer's objectives.
  • Customer Management: Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
  • Customer Advocacy: Serve as a customer advocate internally and influence Canonical products roadmaps, websites, documentation, processes, and people to improve customer satisfaction and retention.
  • Support and Campaigns: Supporting customers through reactive ticket requests and creating campaigns targeting multiple customers through digital touch-points and activities.
Requirements
  • Experience: 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.
  • Presentation Skills: Excellent presentation skills with the ability to guide a conversation about complex software.
  • Process Improvement: Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
  • Team Player: A true team player capable of interacting with all departments and at all levels both internally and externally.
  • Agile Methodologies: Knowledge of agile methodologies.
Additional Skills
  • CRM Experience: Experience with Salesforce, Jira, and CRMs is a big plus.
  • Language Skills: We at the Customer Success team strongly appreciate various languages. Therefore, if you possess proficiency (both written and spoken) in Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us.
About Canonical

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 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 has been a remote-first company since its 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. Canonical provides a unique window into the world of 21st-century digital business.

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.

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