Enterprise Customer Success Manager

Canonical; Pisa; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading open source software provider is looking for an Enterprise Customer Success Manager in Pisa, Italy. This role involves onboarding customers, managing engagements across diverse teams, and enhancing customer satisfaction on various products. The ideal candidate should have 5+ years in IT, exceptional presentation skills, and a background in cloud solutions. Various language proficiencies are beneficial. Join a pioneering firm that's reshaping the software landscape.

Servizi

Personal learning budget of USD 2,000

Annual compensation review

Maternity and paternity leave

Team Member Assistance Program & Wellness Platform

Competenze

• 5+ years of work experience related to IT and experience in Linux OS, cloud computing.
• Excellent presentation skills to discuss complex software.
• Experience in improving internal processes deliverable to customer-related projects.

Mansioni

• Onboard new customers and introduce them to our range of products.
• Collaborate with internal teams to develop engagement plans.
• Manage a portfolio of customers identifying growth opportunities.

Conoscenze

Customer-facing skills

Cloud and data centre infrastructure

Project Management

Agile methodologies

Language proficiency (Spanish, Portuguese)

Formazione

5 years experience in IT

Strumenti

Salesforce

Jira

Descrizione del lavoro

Overview

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder-led, profitable, and growing.

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a new and strategic department at Canonical, with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their 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 wide 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.

Responsibilities

• 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.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points and activities.

What we are looking for in you

The ideal candidate would display impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies. We are also looking for:

• Minimum 5 years of work experience with a strong relation to IT and with 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.
• Knowledge of agile methodologies.
• We at the Customer Success team strongly appreciate various languages; proficiency in Spanish and Portuguese alongside English is encouraged.

Additional skills that you might also bring

• Experience with Salesforce, Jira and CRMs is a big plus!

What we offer colleagues

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Team Member Assistance Program & Wellness Platform
• Opportunity to travel to new locations to meet colleagues
• Priority Pass and travel upgrades for long-haul company events

About Canonical

Canonical is a pioneering tech firm 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 of software. 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. Most colleagues at Canonical have worked from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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Enterprise Customer Success Manager (French speaker)

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