Customer Success Operations Manager

🕒 September 22

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 14%

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Megaport

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

📡 Telecommunications

Networking • Cloud Computing • Telecommunications

Megaport is a leading provider of global private connectivity solutions that enable simplified network interconnection. The company offers a platform for deploying secure, scalable, and agile networks that interconnect data centers, clouds, and virtual points of presence. Megaport's services allow users to create secure and dynamic network connections on-demand, without hardware or long-term contracts, offering flexibility and speed to businesses. By partnering with global service providers, data center operators, and systems integrators, Megaport ensures robust and widespread network access across 930+ locations in 25 countries. Its smart software tools and APIs allow for easy network management, making it a trusted choice for cloud networking and hybrid cloud solutions.

📋 Description

• Provide oversight and reporting on internal customer-related tickets across various JIRA projects • Manage customer service requests, including manual service order agreements and outsourced cross-connect orders • Support initial customer onboarding and track onboarding metrics in SFDC • Lead completion of customer questionnaires, RFPs, security and compliance forms, financial intake forms, and other pre-sales partner/customer vendor forms • Engage Legal and InfoSec teams regarding non-standard commercial terms and conditions • Manage billing assurance tasks, including reviewing initial staged invoices and new customer invoices • Coordinate billing activities between Finance and Sales related to customer aging and collection efforts • Deliver exceptional customer service and directly help customers resolve issues • Support data collection and reporting for commercial customer business reviews • Communicate broader customer trends to management to improve customer experience • Maintain in-depth knowledge of Megaport products, solutions, and operational systems • Support Sales, Megaport Partners, Direct customers, Global Channel, Customer Service Managers, and Solutions Architects • Help expand, retain, and develop customer relationships and revenue

🎯 Requirements

• Demonstrated experience in an Account Management, Customer Success, or Sales role • Experience working with a CRM or ticket management system; JIRA and Salesforce preferred • Passion for customer success and ability to identify and guide customers through processes • Strong problem-solving ability • Ability to work in a fast-paced environment with multiple tasks or goals • Strong verbal and written communication skills • Ability to collaborate effectively across internal and external organizations • Enthusiasm and energy for learning new skills and systems • Experience within the software, Cloud SaaS, or Internet/Telecommunications industries is a plus

🏖️ Benefits

• Flexible working environment – a remote-first culture with coworking options available • 4 weeks of paid annual leave • Parental leave • Birthday leave • Purchased annual leave program • Wellness allowance • Employee wellbeing initiatives • Generous study and training allowance • 5 days of paid study leave • Creative, modern workspaces • Recognition programs including Legend and Kudos awards • For U.S. employees: medical, dental, and vision insurance • For U.S. employees: 401(k) plan

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