Customer Success Manager
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Job Summary
The Role
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.
Theyll 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 theyll 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.
Tasked with supporting and delivering on Megaports value proposition you will continually strive to increase customer dependency from the numerous and ever-growing range of Megaport benefits.
As part of the Integrated Account Team this role will collaborate with Direct Sales Executives Channel Sales Team and Solution Architects to drive grow and retain targeted revenue from our existing customers focusing on supporting the overall customer experience.
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 our partner community.
Champion customers throughout their entire customer journey including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint and understanding how we can add more value.
Nurture the nominated customer base identifying key targets and operating an engagement strategy based on opportunity and the customer vertical market or needs
Report on and analyze customer experience by understanding customer needs and communicating trends to the 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 the customers whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customers ecosystem.
Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans.
Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.
Acting as a subject matter expert you will evaluate customer feedback and make recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against targets.
Collaborate with other departmental teams (Finance Operations etc.) in helping to resolve challenges impacting the customers service experience.
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 as well as the 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 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.
Strong verbal and written communication skills are a must as well as the ability to work effectively across internal and external organisations.
Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.
Domain Insider: You have spent 5 years in the Enterprise Software Internet or Telecom space. You dont need a crash course on how the industry works; you already speak the language of bandwidth infrastructure and enterprise tech.
Customer Success Veteran: With 3 years under your belt in Account Management or Customer Success you know exactly how to handle enterprise clients keep them happy and ensure they stay with us for the long haul.
The Multitasker & Fast Learner: You thrive in high-speed technical environments. You dont get overwhelmed when managing multiple customer goals shifting deadlines or complex technical setups at the same time.
The Bridge Builder: You are a natural collaborator. Whether its convincing an internal engineering team to prioritize a fix or alignment-building with an external clients IT team you know how to get people working together smoothly.
The Problem Solver: You have a sharp ear for customer pain points. You dont just sell features; you deeply understand what is breaking on the customers end and map out the exact technical solution they need.
The Consultative Seller: You are a revenue generator but not a pushy salesperson. You drive growth by acting as a trusted advisor helping clients scale their infrastructure and unlocking expansion revenue naturally.
The Disciplined Operator: You respect the data. You understand that clean records accurate CRM updates and timely reporting are what actually keep revenue predictable and prevent customer churn.
Cloud-Savvy (Big Plus): If you already understand cloud ecosystems AWS/Azure/GCP connectivity or virtualized computing you will hit the ground running and gain instant credibility with our technical clients.
- *Subject to the internal policies of Megaport which may be updated from time to time*:
- Family health insurance according to complany policy
- A motivated team combining industry experts and emerging talent.
- Recognition programs including Legend and Kudos Awards.
- Health & wellness programs and mental well-being support.
Full-time office-based role at our Gurugram office
The working day is 8 hours and the working week is 40 hours.
Working visits to for meeting partners vendors team checking the quality of the network
90-day notice period for resignation after the trial period
Working exclusively for Extreme Infocom Pvt. Ltd. and not for any other companies
Required Experience:
IC
About Company
Megaport offers scalable bandwidth for public and private cloud connections, metro ethernet, Data Centre backhaul, and Internet Exchange Services.
