The Customer Success Operations Manager supports customer onboarding, drives satisfaction, and coordinates internal activities with teams to enhance the customer experience.
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 300 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.
The Role
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 NAM Regional Sales team, supporting both the Sales team, as well as Megaport Partners and Direct customers. 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. This role will be responsible for facilitating internal activities related to the customer, including coordinating activity between teams within Megaport. Passionate about the customer experience, you will be tasked with supporting and delivering on Megaport’s value to continually strive to increase customer satisfaction.
The position will sit within the broader Commercial Team, working closely alongside our Global Channel team, Customer Service 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 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.
- 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. 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.
- 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.
What We Offer
- Flexible working environments
- Birthday Leave
- Generous study and training allowance + 5 days paid study leave
- Creative, fun, and contemporary workspaces
- Motivated team of industry experts and new talent
- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
- Health and wellness program
#LI-DNI
If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com
NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".
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.
Top Skills
JIRA
Salesforce
Similar Jobs
Healthtech • HR Tech
The Customer Success Operations Manager will enhance operational effectiveness by optimizing systems and workflows, improving customer experience and data management.
Top Skills:
ExcelGainsightGoogle SheetsSalesforce
Fintech • Consulting
The Customer Success Operations Manager will optimize renewal processes, manage renewal lifecycles, analyze customer data, and collaborate with multiple teams to enhance efficiency and revenue retention.
Top Skills:
ExcelLookerPower BIProject Management ToolsSalesforce
Software
The Revenue Planning Manager will provide financial leadership to the Customer Success department, offering financial analysis and mentoring a team of analysts while aligning financial plans with business objectives.
Top Skills:
AnaplanExcelGoogle SheetsLookerSQL
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
