Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• This position is part of the Integrated Account Team and will work in conjunction with Direct Sales Executives and Solution Architects to drive, expand, and maintain targeted revenue from our current customers, with an emphasis on enhancing the overall customer experience.

• Take the initiative to manage the renewal process for a broad range of customers and enhance long-term revenue potential by transitioning customers from month-to-month agreements to term subscriptions upon renewal.

• Serve as a trusted advisor for existing customers, concentrating on initial onboarding and enablement to ensure swift time to value, while also providing updates about Megaport enhancements, new products, and ecosystem partners.

• Oversee proactive, sequenced outreach communications for a large customer base to encourage further adoption, raise solution awareness, and create engagement opportunities with Megaport and our partner community.

• Advocate for customers throughout their entire journey, which includes facilitating the resolution of customer-related issues and concerns from a Commercial and Sales perspective, as well as understanding how we can provide additional value.

• Cultivate the designated customer base by pinpointing key targets and implementing an engagement strategy based on opportunities and the specific needs of the customer vertical market.

• Analyze and report on customer experience by discerning customer needs and communicating trends to the broader Megaport team. Identify growth opportunities through updates in the pipeline with SFDC.

• Maintain comprehensive knowledge of Megaport products and solutions, being able to propose and demonstrate these to customers while being aware of competing services or products. Share a value-added perspective on Megaport and our position within the customer's ecosystem.

• Collaborate with management to comprehend key objectives and perform tasks that align with the business goals, which may evolve depending on the business focus or plans.

• Work alongside Sales and Marketing teams on campaigns and strategies aimed at revenue growth.

• As a subject matter expert, assess customer feedback and suggest improvements to continuously align and enhance processes for visibility and measurement of business performance against targets.

• Partner with other departmental teams (Finance, Operations, etc.) to address challenges that affect the customer service experience.

⛳️ Requirements

• A minimum of 3 years of experience in the Enterprise software market or Internet/Telecommunications sectors.

• At least 3 years of experience in an Account Management or Customer Success role.

• Proven capability to thrive in a fast-paced technical setting, managing multiple tasks or objectives.

• Exceptional verbal and written communication skills, along with the ability to collaborate effectively across internal and external organizations.

• Demonstrable ability to recognize customer needs, comprehend their service issues or “pain points,” and present appropriate solutions.

• Capacity to achieve revenue results and employ a consultative-based selling approach.

• Ability to collaborate with the broader Megaport teams to concentrate on revenue generation and outcomes.

• Maintain records, reports, and data according to Megaport models, focusing on revenue retention from the agreed customer list.

• Strong verbal and written communication skills are essential, as well as the ability to work effectively across internal and external organizations.

• Experience in proposing or implementing cloud and virtualized compute solutions in enterprise customer environments is highly preferred.

🏝️ Benefits

• Flexible working environments

• Birthday Leave

• Generous study and training allowance + 5 days paid study leave

• Creative, fun, and contemporary workspaces

• Motivated team of industry experts and emerging talent

• Celebrated success with ‘Legend’ and ‘Kudos’ Awards

• Health and wellness program