Customer Success Manager

at  Megaport

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 250 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.

THE ROLE

Reporting to the Head of Global Customer Success, 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 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 APAC 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.
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:

• 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.