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Enterprise Customer Success Manager
hace 2 meses
About the Role
The Enterprise Customer Success Manager - APAC will play a key role in driving customer satisfaction and retention for Canonical in the Asia-Pacific region. This is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services, and support expansion within existing accounts.
Key Responsibilities
- Develop trust with assigned customers and provide them with the best possible experience navigating Canonical's vast offering.
- Clearly understand customer objectives and align expectations to suggest additional services or product capacity to increase loyalty.
- Alleviate pain points and help draw and deliver on an appropriate collaboration roadmap.
- Specialize in one of the following segments: Mass (SMEs or large businesses starting their journey with Canonical), Focus (large companies with established ARR), or Step Growth (high-potential customers).
- Contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.
- Onboard new customers and introduce them to our products and support processes.
- 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.
Requirements
- Impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies.
About Canonical
Canonical is a company that is passionate about delivering open-source solutions to the world. We believe in the power of collaboration and community-driven innovation.
