Enterprise Customer Success Manager Americas

hace 2 semanas

Salamanca, Salamanca, España Canonical A tiempo completo

Role Overview

The Enterprise Customer Success Manager Americas role at Canonical is a strategic position aimed at reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts.

As a Customer Success Manager, you will be responsible for developing trust with your assigned customers and providing them with the best possible experience navigating Canonical's vast offering.

You will clearly understand your customer's objectives, align expectations, suggest additional services or product capacity to increase loyalty, alleviate pain points, and help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications.

To provide the appropriate level of focus for every customer, you will be specialized in one of the following segments:

  • Mass: SMEs or large businesses starting their journey with Canonical
  • Step Growth: A selection of high-potential customers
  • Location: This role will be based remotely in the Americas region

What Your Day Will Look Like:

Onboard new customers and introduce them to our 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 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

Support customers through reactive ticket requests

Create campaigns targeting multiple customers through digital touch-points and activities

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