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.
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.
Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.

5+ years experience within the Enterprise software market 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 organisations.
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 organisations.
Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.

Customer Success Manager

Key skills