Customer Success Manager

Megaport; California (MO); On-site; USD 70,000 - 120,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance customer relationships and drive revenue growth. This role involves collaborating with sales teams, ensuring customer satisfaction, and proactively addressing client needs. The ideal candidate will have a strong background in account management within the cloud or telecommunications sectors. You will play a pivotal role in nurturing existing accounts, promoting new products, and providing exceptional service. Join a dynamic team that values collaboration and creativity, and help shape the future of customer success in a rapidly evolving industry.

Benefits

Flexible working environments

4 weeks paid annual leave

Birthday leave

Generous study and training allowance

Health and wellness program

Qualifications

• 3+ years in Account Management or Customer Success roles.
• Experience in Enterprise software market or Telecommunications industries.
• Ability to work in a fast-paced technical environment.

Responsibilities

• Act as a trusted advisor to existing customers, focusing on onboarding.
• Drive renewal processes and increase revenue potential.
• Champion customers throughout their journey, resolving issues.

Skills

Account Management

Customer Success

Communication Skills

Cloud SaaS

Technical Environment Adaptability

Education

Bachelor's Degree

Relevant Certifications

Tools

Salesforce (SFDC)

Job description

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Reporting to the Director of Customer Success - NAM, based out of the USA, the Customer Success Manager (CSM) will act as a main point of contact for and interface with existing customers. This individual will have a core focus on post-sale relationships including enablement, service performance, renewals and upselling, and supporting the overall customer experience.

They’ll be accountable for supporting and identifying 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 sitting and will be aligned as a pod with Direct Sales Executives and Solutions Architects in North America. 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.

Tasked with supporting and delivering on Megaport’s value proposition, you will continually strive to drive quick time to value and customer intimacy by leveraging Megaports portfolio of solutions.

About Megaport

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 300 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

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 agreements 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's overall value, 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 customers eco-system.
• 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.
• Be a Team Player: 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. 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, Cloud SaaS 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.
• 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 organizations.
• Experience in proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired.

What We Offer

• Flexible working environments.
• 4 weeks paid annual leave.
• Birthday leave.
• Generous study and training allowance + 5 days paid study leave.
• Creative, fun, and contemporary workspaces.
• Motivated a team of industry experts and new talent.
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards.
• Health and wellness program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at [e-mail]

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 [e-mail] 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Telecommunications, Computer and Network Security, and Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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