Enterprise Customer Success Manager EMEA

2 months ago

London, Greater London, United Kingdom Canonical Full time
Role Overview

The Enterprise Customer Success Manager EMEA role at Canonical is a key position that requires a strong understanding of cloud and data centre infrastructure technologies. As a Customer Success Manager, you will be responsible for developing trust with assigned customers and providing them with the best possible experience navigating Canonical's vast offering.

Key Responsibilities
  • Onboard new customers and introduce them to our products and support processes.
  • 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.
Requirements
  • 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.
Additional Skills
  • Experience with Salesforce, Jira, and CRMs is a big plus.
  • We at the Customer Success team strongly appreciate various languages. Therefore, if you possess proficiency (both written and spoken) in Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us.
What We Offer
  • We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus.
  • 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.
  • Employee Assistance Programme.
  • Opportunity to travel to new locations to meet colleagues from your team and others.
  • Priority Pass for travel and travel upgrades for long haul company events.

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