IT Support Professional
hace 1 mes
Job Description:
Canonical is seeking an experienced IT support professional to join our team as an Enterprise Customer Success Manager in the Americas region.
About the Role:
This role involves working with customers to ensure their success with Canonical's products and services. The successful candidate will be responsible for developing trust with assigned customers, providing them with a best-in-class experience navigating Canonical's offerings, and aligning expectations to suggest additional services or product capacity to increase loyalty.
The ideal candidate will have a strong relation to IT and exposure to projects related to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT. They should possess excellent presentation skills, experience building and improving internal processes, and knowledge of agile methodologies.
Responsibilities:
- Onboard new customers and introduce them to Canonical's 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 customer 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, 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:
- Minimum 5 years of work experience with a strong relation to IT and exposure to projects related to Linux OS, data applications, storage, cloud computing, networking, security, migration, or 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.
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 from your team and others.
- Prioritized travel and travel upgrades for long-haul company events.
Salary Estimate: $120,000 - $180,000 per annum based on location and industry standards.
About Canonical:
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company behind Ubuntu, one of the most important open-source projects and the platform for AI, IoT, and the cloud, we are changing the world daily. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence to succeed, and we need to be the best at what we do.
About Us:
We are an equal opportunity employer committed to fostering a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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