Customer Success Manager at Megaport

Job description

About Megaport We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun. Our Team Culture We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do. We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply. The Role Reporting to the Regional Manager of Customer Success - West, the Customer Success Manager (CSM) will act as the main point of contact and interface with existing customers. This individual will have a core focus on post-sale relationships, with a main focus on upselling/cross-selling, including enablement, service performance, renewals, and supporting the overall customer experience. They’ll be accountable for driving both incremental sales and retaining existing revenue by proactively reaching out to customers and introducing them to new product enhancements, service developments, pricing initiatives and other benefits of the Megaport proposition. The position will sit within the wider Integrated Accounts Team, working closely alongside a Direct Sales Executive and Solutions Architect in the Pacific Northwest region. The CSM plays an integral role on the team, and ultimately, they’ll be responsible for providing ongoing commercial interaction for a designated customer base, aiming to expand, retain, and develop increased value from this nominated account list. What You’ll Be Doing As part of the Integrated Account Team, this role will collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience. 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 the customers, whilst 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 you will 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. What We Are Looking For 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 organisations. 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. Ability to work with the wider Megaport teams to focus on revenue generation and results. Maintain records, reports and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list. Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organisations. Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired. What We Offer Flexible working environments Birthday Leave Generous study and training allowance + 5 days paid study leave Creative, fun, and contemporary workspaces Motivated team of industry experts and new talent Celebrated success with ‘Legend’ and ‘Kudos’ Awards Health and wellness program #LI-DNI If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com". All applications will be treated in confidence. Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

Requirements

Must-haves

What You’ll Be Doing
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.
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.
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.
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.
Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer’s service experience.
What We Are Looking For
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 organisations.
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.
Ability to work with the wider Megaport teams to focus on revenue generation and results.
Maintain records, reports and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list.
Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organisations.
Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.
If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com
All applications will be treated in confidence.

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