Remote Customer Success Operations Manager

WebHosting; United Kingdom; Remote; GBP 60,000 - 85,000; Full time

Job summary

Megaport is expanding its Customer Success Operations team and seeks a flexible, remote Customer Success Operations Manager to support onboarding, drive customer satisfaction, and help grow revenue across a global client base. You’ll coordinate with Sales, CS, Legal, and InfoSec, ensuring efficient processes and accurate reporting from JIRA and SFDC.

The role focuses on onboarding, billing coordination, and ongoing customer engagement to expand value and reduce churn in a dynamic tech

Responsibilities

• Provide oversight and reporting on internal customer related tickets within various JIRA projects.
• 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, RFPs, security and compliance forms, financial intake 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

Job description

Megaport is expanding its Customer Success Operations team and seeks a flexible, remote Customer Success Operations Manager to support onboarding, drive customer satisfaction, and help grow revenue across a global client base. You’ll coordinate with Sales, CS, Legal, and InfoSec, ensuring efficient processes and accurate reporting from JIRA and SFDC.

The role focuses on onboarding, billing coordination, and ongoing customer engagement to expand value and reduce churn in a dynamic tech