Graduate Customer Success Manager

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Job Overview

The Graduate Customer Success Manager position at Canonical presents a unique opportunity in a forward-thinking company, dedicated to enhancing customer experiences. Canonical, well-known for its open-source contributions, including the Ubuntu operating system, has established a Customer Success department with the goal of reducing customer churn, supporting product adoption, and ensuring customer satisfaction through strategic initiatives.

Role Responsibilities

As a Customer Success Manager (CSM), your primary role will involve developing trusting relationships with assigned customers. This strategic position requires an understanding of client objectives, allowing the CSM to activate internal and external resources to resolve pain points and align with customer expectations. Some key responsibilities include:

• Focusing on customer support by managing ticket requests and finding solutions.
• Enriching documentation related to problem-solving and onboarding materials.
• Driving campaigns aimed at multiple customers via digital engagement.
• Onboarding new customers and guiding them through Canonical's products and support processes.
• Collaborating with Sales and Support teams to deliver engagement plans that meet customer objectives.
• Collecting and formatting feedback from customers to share with the product team.

Ideal Candidate Profile

Canonical seeks candidates with the following traits and skills:

• Customer-facing experience: Proven history of working directly with clients.
• Strong empathy and a passion for helping others, especially in technology.
• Proficient in presentation skills, with a knack for simplifying complex technology.
• Excellent organizational skills, allowing for clear structuring and updating of documentation.
• A collaborative team player who can interact effectively across various departments.

Additional preferences include proficiency in foreign languages. Knowledge of languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English, would be beneficial.

Compensation and Benefits

Canonical emphasizes fair and competitive compensation, taking into account geographical location, experience, and individual performance. Key aspects of the compensation structure include:

• Annual compensation review and performance-driven bonuses, especially for graduates and associates.
• Additional benefits reflecting Canonical's values, which emphasize a supportive work environment.
• A distributed work model with team gatherings twice a year, fostering connection among remote employees.
• Personal learning and development budgets of $2,000 per year.
• Annual leave provisions, including maternity and paternity leave.
• An Employee Assistance Programme and travel opportunities for professional development.

Work Environment

Canonical prides itself on being a remote-first company since 2004. This implies that employees work from anywhere, promoting flexibility in work-life balance and fostering a culture of productivity without geographic limitations. As a part of Canonical, you will find a challenging yet rewarding workplace that encourages continuous learning and skill development.

About Canonical

Canonical is a pioneering tech company recognized for its contributions to open-source technology. As the publisher of Ubuntu, Canonical stands at the forefront of technological advancements encompassing AI, IoT, and cloud computing. The organization actively recruits exceptional talent globally, maintaining high standards for new employees to ensure excellence throughout its operations.

Diversity and Inclusion

Canonical is committed to promoting a diverse and inclusive work environment. The company values unique experiences and perspectives, believing that diversity enhances the work environment and leads to better products. All applicants, regardless of their identity or background, are given fair consideration during the hiring process.

Conclusion

Taking on the role of Graduate Customer Success Manager at Canonical offers a promising career path for individuals passionate about technology and dedicated to fostering great customer relationships. By emphasizing trust and collaboration, Canonical aims to create exceptional experiences not only for its customers but also for its employees, making this role a fantastic opportunity for those ready to step into the tech industry's future.

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