Enterprise Customer Success Manager (Japanese speaker)

Details

• Mass - small and medium businesses starting their journey with Canonical
• Focus - strategic and Enterprise customers
• Step Growth - a selection of high-potential 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.
• 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.
• Native Japanese level required with excellent command of English, both mandatory
• Minimum 5 years of work experience with a strong background in 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.
• Experience with Salesforce, Jira and CRMs
• Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004!
• 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