Customer Success - Team Manager

Canonical Group Ltd; México; A distancia; MXN 1,648,000 - 2,199,000; Jornada completa

Descripción de la vacante

A leading open-source software company is hiring a Customer Success - Team Manager to expand their Customer Success Management team. The role involves mentoring, analyzing performance metrics, and implementing improvements to enhance the customer experience. Ideal candidates should have experience in customer success and possess strong analytical skills, and the ability to adapt to diverse customer needs.

Formación

• Experience as a Customer Success Manager is preferred.
• Strong analytical and mentoring skills.
• Ability to work in a diverse and ambiguous environment.

Responsabilidades

• Provide mentoring and coaching in post-sales account management.
• Analyze regional performance metrics and implement improvements.
• Collaborate with teams to enhance customer experience.

Conocimientos

Organizational skills

Analytical skills

Diplomacy

Adaptability

Mentoring

Descripción del empleo

Overview

Home Based - Americas; Home Based - APAC

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include world-leading public cloud and silicon providers, and industry leaders in many sectors. The company operates with global distributed collaboration 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 a Customer Success - Team Manager.

To support Canonical's growth, we are expanding our Customer Success Management team globally and recruiting leaders to help our team of Customer Success Managers across regions. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. Ideally, you have been a Customer Success Manager at one point in your career and naturally evolved to a leading position.

You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hard-working, and determined to grow your skills and teams. As a lead, you are to provide mentoring, coaching in post-sales account management and feedback to team members. You will proactively identify areas for improvement and implement process changes, driving high-performing teams. You are comfortable dealing with ambiguity and quickly adapt to changes. You seek collaboration with other teams to enhance the overall customer experience. Your key responsibility is to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives. You will work hand-in-hand with the Head of Customer Success.

CSMs engage a diverse customer base and follow diverse CSM motions to provide the appropriate level of focus for every customer. The right candidate would adapt to this diversity and bring broad experience to the team.