About this role
About the Role Canonical's Enterprise Customer Success Managers (CSMs) drive adoption, retention, and expansion across Canonical's product portfolio. They build trusted relationships with customers, understand objectives, align expectations, and help deliver collaborative roadmaps across Canonical's offerings, from Ubuntu to open-source infrastructure and applications. CSMs are specialized in one of several motions (Mass, Focus, Step Growth) to tailor support for each customer and contribute to company-wide initiatives including Digital campaigns.
What You'll Do
- 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.
- 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.
What We're Looking For
- Impeccable customer-facing skills and a passion for cloud and data centre infrastructure technologies.
- Native Japanese level required with excellent command of English.