Jobs at Canonical

• This role is a first step in the CSM organisation. Primarily focusing on the Tech segment, including the store customers, you will also have a portfolio assigned. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience for them through problem-solving, onboarding, enablement and value realisation all the way to success. Collaborating with other teams and participating in campaign efforts, you will connect with a large range of users of Canonical products and identify our future champions.

Location: This role will be based remotely in APAC.
What your day will look like

• A strong focus on supporting customers by finding solutions to ticket requests.
• Enrich documentation about problem solving, Q&A, onboarding materials.
• Drive campaigns targeting multiple customers through digital touch-points and activities.
• Identify high potential as well as high risk customers from newly onboarded users or customers
• 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.
• Collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer's objectives.
• Engage with your portfolio of customers to ensure risk identification
• Collect feedback from customers and format them for review by the product team

What we are looking for in you

• Customer-facing experience
• An empathetic individual with a natural drive to help others
• Passion for technology, infrastructure and Ubuntu in particular is a must
• Excellent presentation skills
• Strong organisational skills, ability to structure and constantly update documentation
• A team player capable of interacting with all departments internally

Additional skills that you might also bring

• Fluency in a language other than English (Japanese, Korean native encouraged)

go to method of application »

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 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 in the Americas region.
What your day will look like

• 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.

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 softwares.
• 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 that you might also bring

• Experience with Salesforce, Jira and CRMs
• Fluency in a language other than English