Apply: Graduate Customer Success Manager at Canonical

Graduate Customer Success Manager at Canonical

About Canonical

Canonical is a pioneering tech firm leading the global open-source movement. They publish Ubuntu, a vital open-source project for AI, IoT, and cloud platforms, impacting the world daily. The company has high recruitment standards, seeking excellence from global talent. As a remote-first company since 2004, working at Canonical offers a glimpse into the future, challenging individuals to think innovatively, work efficiently, learn new skills, and excel in the digital business landscape of the 21st century.

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Summary

• Company: Canonical
• Job Title: Graduate Customer Success Manager
• Job Type: Full Time
• Qualification: BA/BSc/HND
• Benefits: Personal learning and development budget of USD 2,000 per year, Annual holiday leave, Maternity and paternity leave, etc…
• Location: Lagos
• Deadline: Not Specified

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Job Title: Graduate Customer Success Manager

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Description

The role of a Customer Success Manager at Canonical:

• Customer success is a new and strategic department at Canonical, 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.
• Through a clear understanding of their customer’s objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, as well as help draw and deliver on an appropriate collaboration roadmap. 
• We are growing our Customer Success team to continue offering thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. 
• This role is a first step in the CSM organisation. Although you will primarily focus 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 diverse set of users of Canonical products and identify our future champions. 
• Location:  This role will be based remotely worldwide.

Responsibilities

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

Requirements

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:

• We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

What We Offer You

• 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

Method of Application

(See tips on how to write a professional CV, ATS Compliant CV and a sample cover letter.)

Important: See Helpful Career Resources

Graduate Customer Success Manager at Canonical

Graduate Customer Success Manager at Canonical

Graduate Customer Success Manager at Canonical