Enterprise Customer Success Manager

The role

The Enterprise Customer Success Manager will develop trust with assigned customers and help them navigate Canonical's offerings. You will onboard new customers, manage a portfolio of customers in a specific geographic region, and collaborate with Sales, Field Engineering, and Support to deliver engagement plans.

What you will do

• Onboard new customers and introduce them to products and support processes.
• Elaborate and coordinate complex projects with developers, IT managers and decision makers.
• Collaborate with Sales, Field Engineering and Support to deliver engagement plans.
• Manage a portfolio of customers in a specific geographic region.
• Identify growth opportunities or renewal risks in coordination with Sales.
• Run a disciplined, weekly customer and business review process.
• Serve as a customer advocate internally to influence product roadmaps, websites, documentation, processes and people.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points and activities.

Required qualifications

• Minimum 5 years of work experience with a strong relation to IT.
• 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.
• Excellent command of English.

Nice to have

• Proficiency (both written and spoken) in Spanish and Portuguese
• Experience with Salesforce, Jira and CRMs

Benefits

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 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

About the company

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. The company publishes Ubuntu and is a pioneer of global distributed collaboration.