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Enterprise Customer Success Manager APAC

4 months ago

Nairobi, Nairobi Area, Kenya Canonical Full time

JOB SUMMARY

  • The ideal candidate would display impeccable customer-facing skills and a passion for cloud and data centre infrastructure technologies.
  • 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.
  • Experience with Salesforce, Jira, and CRMs.
  • Fluency in a language other than English.

RESPONSIBILITIES

  • Onboard new customers and introduce them to our products and support processes.
  • 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 touchpoints and activities.

REQUIRED SKILLS

Presentation skills, Agile and Lean methodologies, Ability to coordinate, Collaboration, Documentation, and record-keeping.

REQUIRED EDUCATION

Bachelor's degree