Customer Success and Experience Manager
2 meses atrás
The Customer Success and Experience Manager role at Canonical plays a pivotal part in reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. As a key member of the Customer Success team, you will be responsible for developing trust with assigned customers and providing them with an exceptional experience navigating Canonical's vast offering.
With a clear understanding of your customer's objectives, you can activate internal and external capabilities to alleviate pain points, align expectations, and help draw and deliver on an appropriate collaboration roadmap. You will primarily focus on the Tech segment, including store customers, while also having a portfolio assigned.
Key Responsibilities:
- Solve customer tickets and enrich documentation about problem-solving, Q&A, and onboarding materials.
- Drive campaigns targeting multiple customers through digital touchpoints and activities.
- Identify high-potential and high-risk customers from newly onboarded users or customers.
- Onboard new customers and introduce them to our products and support processes.
- Collaborate with Sales and Support in developing and delivering engagement plans that fulfill customer objectives.
What We're Looking For:
- Customer-facing experience
- An empathetic individual with a natural drive to help others
- Passion for technology, infrastructure, and Ubuntu
- Excellent presentation skills
- Strong organizational skills and ability to structure and update documentation
Benefits:
- Distributed work environment
- Personal learning and development budget of $2,000 per year
- Annual compensation review
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Priority Pass for travel and travel upgrades for long-haul company events
**Salary:** We consider geographical location, experience, and performance in shaping compensation worldwide. Estimated salary is around $70,000-$90,000 per annum, depending on experience and location. This is a performance-driven annual bonus role with opportunities for growth and development.
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