Enterprise Customer Success Manager (Japanese speaker) in London

The role of an Enterprise Customer Success Manager at Canonical is a fairly new and strategic department with the objective to reduce risk and churn, facilitate the adoption of new products or services, and support 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 customer’s 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, in their native language and with excellent English for any internal interaction, CSMs are specialized in one of the following motions:

• Mass - small and medium businesses starting their journey with Canonical
• Focus - strategic and Enterprise customers
• 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 (Digital), including our Store customers, through campaign management and customer requests.

Location: This role will be based remotely in the APAC 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.
• 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 fulfil 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 prioritising 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.
• Support 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 and a passion for cloud and data centre infrastructure technologies. We are also looking for:
• 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.

Additional skills that you might also bring:

• Experience with Salesforce, Jira and CRMs.

What we offer you:

• 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.
• We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
• 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.