Customer Success Specialist at Megaport

Global - Customer Success, Full-time - Permanent, Brisbane brisbane support full-time
Posted 27 days ago

About Megaport
Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 250 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

Our Team Culture
Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

About The Role
Reporting to the Head of Global Customer Success based out of the USA, the Customer Success Specialist (CSP) will have a core focus on post-sale relationships including enablement, service performance, renewals and upselling, and supporting the overall customer experience.

The position will sit within the wider Integrated Accounts Team working closely alongside a Direct Sales Executive and Solutions Architect in APAC. The CSP 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.

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

  • Support data collection and reporting for Sales teams around customer business reviews.
  • Help maintain a repository of commercial best practices as related to sales operations and customer support processes and activities.
  • Communicate broader trends to management to improve the customer experience.
  • Support Sales Operations on special projects such as manual lead assignment, data entry and clean up, and provide ongoing reporting on revenue growth and churn of assigned customer base.
  • Assist with new employee training and onboarding around Megaport systems and best practices.
  • Learn and maintain in-depth knowledge of Megaport products and solutions, and operational systems.
  • Provide periodical support and backup of administrative activities within Sales systems.
  • Support customer intake process, including taking the lead on completion of customer questionnaires, RFP’s, security and compliance forms, financial intake forms, and other pre-sales partner/customer vendor forms.
  • Engage with Legal as needed to support non-standard commercial terms and conditions.
  • Take lead from the commercial team on onboarding business improvements, including customer intake and Portal onboarding activity.
  • Manage billing assurance tasks including review of initial customer staged invoices, and new customer invoice reviews.
  • Serve as the central point of contact on billing activities between Finance and Sales teams related to customer aging and collection efforts.
  • Provide support for Megaport Partner queries around reporting and contract management.
  • Provide oversight and reporting on internal customer related tickets within various JIRA projects, facilitating internal activity within the larger organization.
  • Support Sales team around Manual Sales Order agreement creation and processing.
  • Project management of internal customer service requests of outsourced cross connects including entry of charges and confirmation of accurate invoicing.
  • What We Are Looking For

  • 3+ years experience in an Account Management or Customer Success role.
  • 3+ years experience within the Enterprise software market, Cloud SaaS or Internet/Telecommunications industries.
  • 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 organizations.
  • Demonstrable ability to identify customer needs, appreciate and understand customers’ service issues, or “pain points”, and present a suitable solution.
  • 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 organizations.
  • Experience in proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired.
  • If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]

    All applications will be treated in confidence.
    Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions.

    Candidates who meet the selection criteria will be invited to attend an interview
    Strictly no Recruitment Agencies please.

    What We Offer
    - Competitive Compensation Packages
    - Flexible working environments
    - Birthday Leave
    - Generous study and training program + 5 days paid study leave
    - Additional Leave via Purchased Annual Leave Scheme
    - Health and Wellness Program