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Enterprise Customer Success Manager

hace 2 meses

Villa Aldama, México Canonical A tiempo completo

About the Role

The Enterprise Customer Success Manager - APAC will play a key role in driving customer satisfaction and retention for Canonical in the Asia-Pacific region. This is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services, and support expansion within existing accounts.

Key Responsibilities

  • Develop trust with assigned customers and provide them with the best possible experience navigating Canonical's vast offering.
  • Clearly understand customer objectives and align expectations to suggest additional services or product capacity to increase loyalty.
  • Alleviate pain points and help draw and deliver on an appropriate collaboration roadmap.
  • Specialize in one of the following segments: Mass (SMEs or large businesses starting their journey with Canonical), Focus (large companies with established ARR), or Step Growth (high-potential customers).
  • Contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.
  • Onboard new customers and introduce them to our products and support processes.
  • 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.
  • Support customers through reactive ticket requests.
  • Create campaigns targeting multiple customers through digital touch-points and activities.

Requirements

  • Impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies.

About Canonical

Canonical is a company that values customer satisfaction and retention. We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications.