At a Glance
- Tasks: Support customer onboarding and drive satisfaction while collaborating with diverse teams.
- Company: Join Megaport, a fun and innovative leader in Network as a Service.
- Benefits: Enjoy flexible remote work, generous leave, wellness support, and learning opportunities.
- Other info: Be part of a motivated team that values collaboration and creativity.
- Why this job: Make a real impact on customer experiences in a dynamic tech environment.
- Qualifications: Experience in customer success or sales, with strong communication skills.
The predicted salary is between 35325 - 43175 £ per year.
About Megaport
We’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 Culture
We’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 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. 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 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 SFDC.
- 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 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.
What We Offer
- Flexible working environment – a remote-first culture with coworking options available.
- Generous leave plans – including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program.
- Health and wellness support – through a wellness allowance and employee wellbeing initiatives.
- Comprehensive learning support – generous study and training allowance plus 5 days of paid study leave.
- Creative, modern workspaces – designed to inspire when you're not working remotely.
- Motivated, inclusive team – work alongside industry experts and fresh talent.
- Recognition programs – celebrate achievements with our Legend and Kudos awards.
For U.S. employees – access to medical, dental, and vision insurance, plus a 401(k) plan.
If you have any questions, please reach out to Megaport's Talent Acquisition Team.
Customer Success Operations Manager employer: Megaport
At Megaport, we pride ourselves on being a forward-thinking tech company that fosters a collaborative and inclusive work environment. Our Brisbane headquarters offers a flexible remote-first culture, generous leave plans, and comprehensive learning support, ensuring that our employees can thrive both personally and professionally. With a focus on customer success and a commitment to employee well-being, we celebrate achievements through recognition programs and provide opportunities for growth within a motivated team of industry experts.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Megaport. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Megaport before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Operations Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Megaport:Your cover letter is your chance to shine! Tell us why you want to work at Megaport specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Megaport!
How to prepare for a job interview at Megaport
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
