Customer Success Operations Manager

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 into the Customer Success Operations - Senior Manager based out of the USA, the Customer Success Operations Manager (CSOM) will work as part of the EMEA Regional Sales team, supporting both the Sales and CSM teams. The role will be engaged around activities related to the customer experience, including providing support for initial customer onboarding, driving overall customer satisfaction, and helping to grow and retain revenue on existing accounts.

This role will be responsible for facilitating internal activities related to the customer, including coordinating activity between teams within Megaport. Passionate about the customer experience, you will be tasked with supporting and delivering on Megaport’s value to continually strive to increase customer satisfaction.

The position will sit within the broader Commercial Team, working closely alongside our Customer Success Managers, as well as Solutions Architects. The CSOM will play an integral role within the team and, ultimately, be responsible for providing support for ongoing commercial interactions with the global customer base, aiming to expand, retain and develop, and drive increased value from customers.

Tasked with supporting and delivering on Megaport’s value proposition, you will continually strive to increase customer dependency from the numerous and ever-growing range of Megaport benefits.

 

What You'll Be Doing

• Provide oversight and reporting on internal customer related tickets within various JIRA projects, facilitating internal activity within the larger organization.
• Management of customer service requests including processing manual service order agreements and facilitating outsourced cross connect orders
• Support initial customer onboarding for all new customers including tracking all onboarding metrics within SFDC
• Support customer intake process, including taking the lead on completion of customer questionnaires, RFP’s, security and compliance forms, financial intake forms, and other pre-sales partner/customer vendor forms.
• Engage with Legal and InfoSec teams as needed to support non-standard commercial terms and conditions.
• Manage billing assurance tasks including review of initial customer staged invoices, and new customer invoice reviews.
• Serve as the point of contact on billing activities between Finance and Sales teams related to customer aging and collection efforts.
• Ensure high customer satisfaction by delivering exceptional service and support, including direct interaction with customers to help resolve issues
• Support data collection and reporting for commercial teams as related to customer business reviews.
• Communicate broader trends to management to improve the customer experience.
• Learn and maintain in-depth knowledge of Megaport products and solutions, and operational systems.

What We Are Looking For

• Demonstrated experience in an Account Management/ Customer Success/ Sales role.
• Experience working with a CRM/Ticket Management system (JIRA & Salesforce) preferable.
• Passion for customer success; ability to identify, appreciate customer needs to guide them through processes seamlessly.
• A natural problem solver, who can understand customer service issues and present suitable solutions.
• Ability to work in a fast-paced environment, with multiple tasks or goals.
• Strong verbal and written communication skills.
• Ability to collaborate and work effectively across internal and external organizations.
• Enthusiasm and energy towards picking up new skills and systems.
• Experience within the software, Cloud SaaS or Internet/Telecommunications industries is a plus

What We Offer

• Flexible working environment – a remote-first culture with coworking options available
• Generous leave plans – including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program
• Health and wellness support – through a wellness allowance and employee wellbeing initiatives
• Comprehensive learning support – generous study and training allowance plus 5 days of paid study leave
• Creative, modern workspaces – designed to inspire when you're not working remotely
• Motivated, inclusive team – work alongside industry experts and fresh talent
• Recognition programs – celebrate achievements with our Legend and Kudos awards
• For U.S. employees – access to medical, dental, and vision insurance, plus a 401(k) plan #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.