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Entry-Level Customer Success Specialist

3 months ago

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

The Customer Success department at Canonical is a vital and strategic segment aimed at minimizing risks and customer turnover, facilitating the adoption of innovative products and services, and supporting 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 offerings. By thoroughly understanding their clients' goals, the CSS can leverage a wide array of internal and external resources to address any challenges, align expectations, and help formulate and execute a suitable collaboration strategy.

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

Role Location: This position is designed to be performed remotely on a global scale.

Daily Responsibilities
  1. Primarily focused on assisting clients by resolving ticket inquiries.
  2. Enhance documentation related to problem resolution, Q&A, and onboarding resources.
  3. Lead campaigns aimed at multiple clients through various digital channels and activities.
  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. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
  6. Collaborate with Sales and Support teams to create 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.
Candidate Profile
  1. Experience in customer-facing roles.
  2. An empathetic individual with a genuine desire to assist others.
  3. A strong passion for technology, particularly infrastructure and Ubuntu.
  4. Exceptional presentation abilities.
  5. Strong organizational skills with the capacity to structure and continuously update documentation.
  6. A collaborative team player who can engage with all internal departments.
Preferred Additional Skills
  1. Our Customer Success team values multilingual capabilities. If you are proficient (both written and spoken) in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside a strong command of English, please let us know.
What We Provide
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 we acknowledge exceptional performance. In addition to base salary, we offer a performance-based annual bonus. Our team members enjoy additional benefits that reflect our core values and principles. We strive to balance our programs to cater to local needs while ensuring global fairness.
  1. Remote work environment with biannual team gatherings in person - we have embraced remote work since 2004.
  2. Personal learning and development budget of USD 2,000 annually.
  3. Annual salary review.
  4. Recognition rewards.
  5. Annual leave entitlement.
  6. Parental leave policies.
  7. Employee Assistance Program.
  8. Opportunities to travel to meet colleagues from your team and others.
  9. Priority Pass for travel and upgrades for long-haul 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, one of the most significant open-source projects and a platform for AI, IoT, and cloud computing, we are making a daily impact on the world. We recruit globally and maintain high standards for those who join our organization. We expect excellence - to thrive, we must be the best in our field.

Canonical has operated as a remote-first company since its founding in 2004. Working at Canonical is a step into the future, challenging you to think innovatively, work efficiently, acquire new skills, and elevate your performance. Canonical offers a unique perspective on the dynamics of 21st-century digital business.

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