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CanonicalEnterprise Customer Success Manager (Japanese speaker)
Canonical is recruiting an Enterprise Customer Success Manager who speaks Japanese natively and works remotely across the APAC region. Customer success is a recently formed strategic…
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About This Role
Canonical is recruiting an Enterprise Customer Success Manager who speaks Japanese natively and works remotely across the APAC region. Customer success is a recently formed strategic department whose remit is to reduce risk and churn, help customers adopt new offerings, and expand existing accounts. The manager builds trust with assigned customers and helps them get value from a wide product line, which spans everything from Ubuntu up through open-source infrastructure…
Job Description
Canonical is recruiting an Enterprise Customer Success Manager who speaks Japanese natively and works remotely across the APAC region. Customer success is a recently formed strategic department whose remit is to reduce risk and churn, help customers adopt new offerings, and expand existing accounts. The manager builds trust with assigned customers and helps them get value from a wide product line, which spans everything from Ubuntu up through open-source infrastructure tools and applications.
Managers in this function specialise in mass coverage for smaller businesses on their first steps, focus coverage for strategic and enterprise clients, or step growth coverage for a curated group of high-potential accounts. The posting does not state which of these motions this role covers. Products mentioned include Ubuntu Pro, MAAS and OpenStack, plus Ceph, Kubernetes and data applications.
Responsibilities include onboarding fresh customers, steering intricate projects that involve engineers, IT leads and decision makers, and creating engagement plans working alongside the sales, field engineering and support teams. The manager oversees a regional set of accounts, detects growth potential and renewal exposure, conducts a weekly review of customer and business matters with cross-functional teams, and works to clear obstacles. Advocacy inside the company, digital campaigns across customers and responses to reactive tickets complete the picture.
Responsibilities
- Bring new customers on board and brief them on products and support procedures
- Steer multi-party work alongside engineers, IT leads and decision makers
- Shape engagement plans with the sales, field engineering and support teams
- Look after a regional customer book and report growth or renewal risks to sales
- Run a weekly customer and business review and drive blockers to resolution
- Champion customers and influence roadmaps, documentation and processes
- Handle reactive support tickets
- Run digital campaigns that reach several customers at once
Requirements
- Native Japanese with excellent English
- Minimum of five years working in IT
- Background across Linux OS, cloud networking, storage, data apps, security, migration or IoT work
- Polished, customer-facing manner
- Presentation skill sufficient to lead discussions of complicated software
- Track record of refining internal processes while keeping customer projects on time
- Collaborative team player who engages every department and level
- Working familiarity with agile methods
Qualifications
- Enthusiasm for cloud and data centre technology
- Experience with Salesforce, Jira and CRM systems
Core Skills
Benefits
- Employee assistance programme
- Remote-first working, with two in-person team sprints a year
- A yearly USD 2,000 budget for learning and skill growth
- Yearly pay review and recognition awards
- Paid holidays each year, plus maternity and paternity leave
- Chances to visit new places and meet teammates across the company
- Priority Pass access and upgrades on long-haul trips for company events
- Yearly performance bonus
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the job based?
The posting says the role is remote and based in the APAC region.
What language skills are needed?
Native-level Japanese is required, together with excellent English.
How much experience is required?
A minimum of five years of work experience in IT is asked for.
What is the salary?
The posting does not state a salary. It says pay depends on location, experience and performance.
Sample Interview Questions
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