Customer Success Manager

Reporting to the Sales Head - India, the Customer Success Manager (CSM) will act as a main point of contact for and interface with existing customers. This individual will have a core focus on post-sale relationships, with a main focus on upselling/cross-selling, including enablement, service performance, renewals, and supporting the overall customer experience. They'll be accountable for driving both incremental sales and retaining existing revenue, by proactively reaching out to customers and introducing them to new product enhancements, service developments, pricing initiatives and other benefits of the Megaport proposition. The position will sit within the wider Integrated Accounts Team working closely alongside a Direct Sales Executive and Solutions Architect in the India Region. The CSM 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.

Responsibilities

Collaborate with Direct Sales Executives, Channel Sales Team, and Solution Architects to drive, grow and retain targeted revenue from existing customers; Proactively drive the renewal process across a wide base of customers and increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal; Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products, and ecosystem partners; Be responsible for proactive, sequenced outreach communications across a large base of customers, driving further adoption, solution awareness and opportunities to engage with Megaport and partner community; Champion customers throughout their entire customer journey, including facilitating resolution of customer-related issues and concerns from a Commercial and Sales standpoint; Nurture nominated customer base, identifying key targets and operating an engagement strategy based on opportunity and customer vertical market or needs; Report on and analyze customer experience, communicating trends to wider Megaport team, report growth opportunities through pipeline updates with SFDC updates; Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to customers, while being aware of rival services or products; Review with management to understand key objectives and execute tasks aligned with business goals; Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth; Evaluate customer feedback and make recommendations to continually align and improve processes; Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer's service experience

Requirements

5+ years experience within the Enterprise software market or Internet/Telecommunications industries; 3+ years experience in an Account Management or Customer Success role; Proven ability to work in a fast-paced technical environment, with multiple tasks or goals; Strong verbal and written communication skills; Ability to collaborate and work effectively across internal and external organisations; Demonstrable ability to identify customer needs, appreciate and understand the customers' service issues, or customer 'pain points', and present a suitable solution; Ability to deliver revenue results and operate in a consultative-based selling approach; 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

Nice to have

Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired; Cloud-Savvy: understanding cloud ecosystems, AWS/Azure/GCP connectivity, or virtualized computing

Benefits

Family health insurance according to company policy; A motivated team combining industry experts and emerging talent; Recognition programs – including Legend and Kudos Awards