Enterprise Customer Success Manager (Japanese speaker)

Home Based - APAC. Posted 9 months ago

The role

The Enterprise Customer Success Manager will reduce risk and churn while facilitating product adoption and expansion. You will develop trust with assigned customers and align expectations to deliver collaboration roadmaps across products like Ubuntu and open-source infrastructure.

What you will do

Onboard new customers and introduce them to products and support processes.
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 and identify growth opportunities or renewal risks.
Run a weekly customer and business review process with cross-functional teams.
Serve as a customer advocate to influence product roadmaps, websites and processes.
Support customers through reactive ticket requests.
Create campaigns targeting multiple customers through digital touch-points.

Required qualifications

Native Japanese level
Excellent command of English
Minimum 5 years of work experience with a strong background in 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
Experience building and improving internal processes
Team player capable of interacting with all departments and levels
Knowledge of agile methodologies

Nice to have

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
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass for travel and travel upgrades for long haul company events
Performance-driven annual bonus

About the company

Canonical is a pioneering tech firm at the forefront of the global move to open source and publishes Ubuntu. The company has been remote-first since 2004.