Megaport is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager at Megaport in North America. The role involves acting as a main point of contact for existing customers, driving revenue, and supporting the overall customer experience.

Requirements

• 3+ years experience within the Enterprise software market or Internet/Telecommunications industries
• 3+ years experience in an Account Management or Customer Success role
• Proven ability to work in a fast-paced technical environment, with multiple tasks or goals
• Strong verbal and written communication skills, as well as the ability to collaborate and work effectively across internal and external organizations
• Demonstrable ability to identify customer needs, appreciate and understand the customers’ service issues, or “pain points”, and present a suitable solution
• Ability to deliver revenue results and operate in a consultative-based selling approach
• Maintain records, reports, and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list

Responsibilities

• Collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from existing customers
• Proactively drive the renewal process across a wide base of customers and increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal
• Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products, and ecosystem partners
• Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness, and opportunities to engage with Megaport and our partner community
• Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value
• Nurture the nominated customer base, identifying key targets and operating an engagement strategy, based on opportunity and the customer vertical market or needs
• Report on and analyze customer experience by understanding customer needs, and communicating trends to the wider Megaport team. Report growth opportunities through pipeline updates with SFDC updates
• Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to customers, while being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customer's ecosystem
• Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans
• Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth
• Acting as a subject matter expert, evaluate customer feedback and make recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against targets
• Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer’s service experience

Preferred Qualifications

Experience in proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired

Benefits

• Competitive Compensation Packages
• Flexible working environments
• Birthday Leave
• Generous study and training program + 5 days paid study leave
• Additional Leave via Purchased Annual Leave Scheme
• Health and Wellness Program