Enterprise Customer Success Manager Americas

Há 6 dias


Coimbra, Coimbra, Portugal Phiture Tempo inteiro
About the Role:

The Enterprise Customer Success Manager Americas will be responsible for developing trust with assigned customers and providing them with the best possible experience navigating Canonical's vast offering.

By clearly understanding customer objectives, the CSM can align expectations, suggest additional services or product capacity to increase loyalty, alleviate pain points, and help draw and deliver on an appropriate collaboration roadmap.


Key Responsibilities:
  1. Onboard new customers and introduce them to our products and support processes.
  2. Elaborate and coordinate complex projects in interaction with developers, IT managers, and decision makers from various industries.
  3. Collaborate with Sales, Field Engineering, and Support in developing and delivering engagement plans that fulfill customer objectives.
  4. Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
  5. 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.
  6. Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes, and people to improve customer satisfaction and retention.
  7. Support customers through reactive ticket requests.
  8. Create campaigns targeting multiple customers through digital touch-points and activities.

Requirements:
  1. Minimum 5 years of work experience with a strong relation to IT and with exposure to projects related to at least one of the following topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
  2. Excellent presentation skills with the ability to guide a conversation about complex software.
  3. Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
  4. A true team player capable of interacting with all departments and at all levels both internally and externally.
  5. Knowledge of agile methodologies.
  6. Additional skills: Experience with Salesforce, Jira, and CRMs is a plus.

About Us:

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we are changing the world on a daily basis.

We recruit on a global basis and set a very high standard for people joining the company.

We expect excellence - in order to succeed, we need to be the best at what we do.



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