Customer Success Operations Manager

4 weeks ago

Brisbane, Australia Megaport Full time

**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.

**Our Team Culture**

Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

**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 APAC Regional Sales team, supporting both the sales team, as well as Megaport partners and direct customers. 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. The CSOM 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 work closely alongside our Global Channel team, Customer Service 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 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 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.
- Support data collection and reporting for commercial teams as related to customer business reviews.
- 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.

$120,000 - $140,000 OTE

**What We Offer**
- 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

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