Enterprise Customer Success Manager at Canonical Nigeria (Remote)

Canonical - We deliver open source to the world faster, more securely, and more cost-effectively than any other company. We develop Ubuntu, the world’s most popular enterprise Linux from cloud to edge, together with a passionate global community of 200,000 contributors. Ubuntu means 'humanity to others. We chose it because it embodies the generosity at the heart of open source, the new normal for platforms and innovation. Together with a community of 200,000, we publish an operating system that runs from the tiny connected devices up to the world's biggest mainframes, the platform that everybody uses on the public cloud, and the workstation experience of the world's most productive developers. Secure and reliable, elegant and intuitive, and open for innovation - Ubuntu is the future of open source, which is why it's the fastest-growing Linux in the world despite already being the most widely deployed.

We are recruiting to fill the position below:

Job Title: Enterprise Customer Success Manager

Location: Lagos

Job Summary

• 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 large 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.
• To provide the  appropriate level of focus for every customer, CSMs are specialized in one of 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.

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 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! Therefore, if you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us!

Additional skills that you might also bring:

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

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online