Customer Success Manager

4 weeks ago


Amman, Amman, Jordan Canonical Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Canonical. As a Customer Success Manager, you will be responsible for ensuring the success of our customers in the Americas region or APAC region.

Key Responsibilities
  • Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
  • 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.
What We Offer
  • 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.
  • Priority Pass for travel and travel upgrades for long haul company events.


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