Customer Success Operations Manager

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

📋 Description

• Oversee and report on internal customer-related tickets across multiple JIRA projects.

• Manage customer service inquiries, including manual service order agreements and outsourced cross-connect orders.

• Assist in the initial onboarding of customers and monitor onboarding metrics within SFDC.

• Lead the completion of customer questionnaires, RFPs, security and compliance forms, financial intake forms, and various pre-sales partner/customer vendor documents.

• Collaborate with Legal and InfoSec teams on non-standard commercial terms and conditions.

• Handle billing assurance activities, including reviewing initial staged invoices and those for new customers.

• Facilitate billing operations between Finance and Sales concerning customer aging and collection efforts.

• Provide outstanding customer service and assist customers in resolving their issues directly.

• Aid in data collection and reporting for commercial customer business reviews.

• Relay broader customer trends to management to enhance the customer experience.

• Maintain comprehensive knowledge of Megaport products, solutions, and operational systems.

• Support Sales, Megaport Partners, Direct customers, Global Channel, Customer Service Managers, and Solutions Architects.

• Contribute to the growth, retention, and development of customer relationships and revenue.

⛳️ Requirements

• Proven experience in an Account Management, Customer Success, or Sales position.

• Familiarity with a CRM or ticket management system; experience with JIRA and Salesforce is preferred.

• A strong passion for customer success with the ability to guide customers through processes.

• Excellent problem-solving skills.

• Capability to thrive in a fast-paced environment with multiple tasks or goals.

• Strong verbal and written communication abilities.

• Proven ability to collaborate effectively across internal and external organizations.

• Enthusiastic and energetic about learning new skills and systems.

• Experience in the software, Cloud SaaS, or Internet/Telecommunications industries is a plus.

🏝️ Benefits

• Flexible working environment – a remote-first culture with coworking options available.

• 4 weeks of paid annual leave.

• Parental leave.

• Birthday leave.

• Purchased annual leave program.

• Wellness allowance.

• Employee wellbeing initiatives.

• Generous study and training allowance.

• 5 days of paid study leave.

• Creative, modern workspaces.

• Recognition programs including Legend and Kudos awards.

• For U.S. employees: medical, dental, and vision insurance.

• For U.S. employees: 401(k) plan.