Regional Customer Success Strategy Manager
hace 9 horas
Canonical is a pioneering tech firm at the forefront of the global move to open source. We recruit on a global basis and set a very high standard for people joining the company.
We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception.
Role Overview
This role entails leading our customer success efforts globally. As a key member of our team, you will be responsible for developing and implementing strategies to drive customer engagement, retention rates, and ultimately increase customer success.
You will work closely with our customer success managers to ensure timely resolution of escalated customer issues requiring expertise or intervention. You will also be responsible for guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals.
Main Responsibilities
- Develop and implement strategies to enhance customer engagement, improve retention rates, and drive upsells or cross-sells where appropriate
- Work closely with our customer success managers to ensure timely resolution of escalated customer issues requiring expertise or intervention
- Guide and support your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals
- Collaborate with other departments, such as Sales, Marketing, Product development, and Support, to ensure alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success
- Establish trustworthy channels of communication across the board
Requirements
- Excellent academic results at school and university
- Bachelor's or equivalent degree in Business, Communication, or STEM
- Knowledge and passion for customer success, revenue management, and technology, experience in SaaS or software industries
- Track record of bringing exceptional customer success experience results
- Commitment to continuous learning and improvement – curious, flexible, scientific
- Creative problem-solving and cross-team collaboration
- Experience growing and developing a CSM team
- Hands-on approach to using data to drive team activities and continuous improvement
- Willingness to travel up to 4 times a year for internal events
Benefits
- 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
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