Customer Success Manager – Florida

About MegaportWe’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 600 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun. Our Team CultureWe’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do. We’re committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don’t meet every requirement? That’s okay. If you’re excited about this role, we encourage you to apply.

The Role

Reporting to the Regional Manager of Customer Success, the Customer Success Manager (CSM) will act as the main point of contact and interface with existing customers. This individual will have a core focus on post-sale relationships, with a main focus on upselling/cross-selling, including enablement, service performance, renewals, 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 North America 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.

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.