Customer Success Operations Manager (CSOM) - EMEA Regional Sales

Reporting into the Customer Success Operations - Senior Manager based out of the USA, the Customer Success Operations Manager (CSOM) will work as part of the EMEA Regional Sales team, supporting both the Sales and CSM teams. The role will be engaged around activities related to the customer experience, including providing support for initial customer onboarding, driving overall customer satisfaction, and helping to grow and retain revenue on existing accounts.

The position will sit within the broader Commercial Team, working closely alongside our Customer Success Managers, as well as Solutions Architects. The CSOM will play an integral role within the team and, ultimately, be responsible for providing support for ongoing commercial interactions with the global customer base, aiming to expand, retain and develop, and drive increased value from customers.

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

• Provide oversight and reporting on internal customer-related tickets within various JIRA projects, facilitating internal activity within the larger organization.
• Management of customer service requests including processing manual service order agreements and facilitating outsourced cross-connect orders.
• Support initial customer onboarding for all new customers including tracking all onboarding metrics within Salesforce (SFDC).
• Support customer intake process, including taking the lead on completion of customer questionnaires, RFPs, security and compliance forms, financial intake forms, and other pre-sales partner/customer vendor forms.
• Engage with Legal and InfoSec teams as needed to support non-standard commercial terms and conditions.
• Manage billing assurance tasks including review of initial customer staged invoices, and new customer invoice reviews.
• Serve as the point of contact on billing activities between Finance and Sales teams related to customer aging and collection efforts.
• Ensure high customer satisfaction by delivering exceptional service and support, including direct interaction with customers to help resolve issues.
• Support data collection and reporting for commercial teams as related to customer business reviews.
• Communicate broader trends to management to improve the customer experience.
• Learn and maintain in-depth knowledge of Megaport products and solutions, and operational systems.

What We Are Looking For

• Demonstrated experience in an Account Management/Customer Success/Sales role.
• Experience working with a CRM/Ticket Management system (JIRA & Salesforce) preferable.
• Passion for customer success; ability to identify, appreciate customer needs to guide them through processes seamlessly.
• A natural problem solver, who can understand customer service issues and present suitable solutions.
• Ability to work in a fast-paced environment, with multiple tasks or goals.
• Strong verbal and written communication skills.
• Ability to collaborate and work effectively across internal and external organizations.
• Enthusiasm and energy towards picking up new skills and systems.
• Experience within the software, Cloud SaaS, or Internet/Telecommunications industries is a plus.