Enterprise Customer Success Manager (Japanese speaker)
The Enterprise Customer Success Manager at Canonical is responsible for developing trust with assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customers’ objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap.
Key responsibilities include onboarding new customers and introducing them to Canonical's products and support processes, coordinating complex projects with developers, IT managers, and decision-makers from various industries, collaborating with Sales, Field Engineering, and Support to develop and deliver engagement plans that fulfill the customer's objectives, managing a portfolio of customers in a specific geographic region and identifying growth opportunities or renewal risks in coordination with Sales, 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, serving as a customer advocate internally and influencing Canonical's product roadmaps, websites, documentation, processes, and people to improve customer satisfaction and retention, supporting customers through reactive ticket requests, and creating campaigns targeting multiple customers through digital touch-points and activities.
The ideal candidate would display impeccable customer-facing skills and a passion for cloud and data center infrastructure technologies. Required qualifications include native Japanese level with excellent command of English, a minimum of 5 years of work experience with a strong background in IT and 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, and knowledge of agile methodologies.
Canonical offers a distributed work environment with twice-yearly team sprints in person, a personal learning and development budget of USD 2,000 per year, annual compensation review, recognition rewards, annual holiday leave, maternity and paternity leave, an Employee Assistance Programme, opportunity to travel to new locations to meet colleagues from your team and others, and Priority Pass for travel and travel upgrades for long haul company events.
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.