Enterprise Customer Success Manager Job Summary
We are seeking a highly skilled Enterprise Customer Success Manager to join our team. The ideal candidate will have excellent customer-facing skills, a passion for cloud and data centre infrastructure technologies, and experience working with Linux OS, data applications, storage, cloud computing, networking, security, migration, and IoT.
The successful candidate will be responsible for developing trust with customers, providing them with the best possible experience navigating our vast offering, and aligning expectations to suggest additional services or product capacity to increase loyalty. They will also contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.
This is an exciting opportunity to work with a leading provider of open source software and operating systems to the global enterprise and technology markets. If you are a motivated individual with a strong relation to IT and experience in projects related to at least one of these topics, we encourage you to apply.
* Key Responsibilities:
* 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.
Requirements:
* 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.
Additional Skills:
* Experience with Salesforce, Jira, and CRMs is a big plus.
What We Offer:
* Distributed work environment with twice-yearly team sprints in person.
* Personal learning and development budget of USD 2000 per year.
* Annual compensation review.
* Recognition rewards.
* Annual holiday leave.
* Maternity and paternity leave.
* Team Member Assistance Program & Wellness Platform.
* Opportunity to travel to new locations to meet colleagues.
* Priority Pass and travel upgrades for long-haul company events.