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
- 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, CSMs are specialized in one of the following segments:
- Mass - SMEs or large businesses starting their journey with Canonical
- Focus - Large companies with established ARR
- Step Growth - a selection of high-potential customers
- All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers
- Location: This role will be based remotely
- Onboard new customers and introduce them to our products and support processes
- Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more
- 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
- Supporting customers through reactive ticket requests
- Create campaigns targeting multiple customers through digital touch-points and activities
Distributed work environment with twice-yearly team sprints in person
