Customer Success Operations Manager

13 hours, 55 minutes ago
Full-time
Mid Level
Customer and Technical Support
Megaport

Megaport

Megaport simplifies network connectivity with scalable bandwidth for cloud connections, metro ethernet, and Data Centre backhaul. Offering extensive coverage in APAC and expanding globally, Megaport empowers users to manage their networks through its u...

Diversified Telecommunication Services
251-1K
Founded 2013
$26M raised

Description

  • Oversee and report on customer-related tickets across JIRA projects and coordinate internal follow-up.
  • Manage customer service requests, including manual service agreements and outsourced cross-connect orders.
  • Support new-customer onboarding and track onboarding metrics in Salesforce.
  • Lead customer intake activities, including questionnaires, RFPs, security and compliance forms, and financial intake documentation.
  • Coordinate with Legal and InfoSec on non-standard commercial terms and conditions.
  • Manage billing assurance, including staged invoice and new-customer invoice reviews.
  • Coordinate billing activities between Finance and Sales regarding customer aging and collections.
  • Provide direct customer support to resolve issues and maintain high satisfaction.
  • Collect and report commercial data for customer business reviews.
  • Communicate customer trends to management and maintain knowledge of Megaport products, solutions, and operational systems.

Requirements

  • Demonstrated experience in account management, customer success, or sales.
  • Experience with CRM or ticket management systems; JIRA and Salesforce experience preferred.
  • Strong customer-success orientation and ability to guide customers through processes.
  • Problem-solving ability with a focus on identifying suitable customer solutions.
  • Ability to manage multiple tasks and goals in a fast-paced environment.
  • Strong verbal and written communication skills.
  • Ability to collaborate effectively across internal and external organizations.
  • Willingness to learn new skills and systems.
  • Experience in software, Cloud SaaS, internet, or telecommunications industries preferred.

Benefits

  • Remote-first flexible work environment with coworking options.
  • Four weeks of paid annual leave, parental leave, birthday leave, and purchased annual leave options.
  • Wellness allowance and employee wellbeing initiatives.
  • Study and training allowance plus five days of paid study leave.
  • Modern workspaces for employees working onsite.
  • Recognition programs including Legend and Kudos awards.
  • For U.S. employees: medical, dental, and vision insurance plus a 401(k) plan.

Interested in this position?

Apply directly on the company website

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