Customer Success Manager - Partners

About Megaport

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 250 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

Our Team Culture

Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

The Role

Reporting to the Head of Global Customer Success, the Customer Success Manager - Partner plays a crucial role in nurturing and growing relationships with partners to drive partner success and satisfaction. This position is responsible for working closely with the Channel organization to ensure they have the resources, support, and insights needed to help partners achieve their goals with Megaport. In this role, you’ll be focusing on driving engagement, aligning objectives, and supporting mutual growth. You will work closely with internal teams to provide the best solutions, insights, and resources to empower our partners' success.

• Problem Solving & Issue Resolution: Proactively identify challenges and provide timely support to address partner needs, coordinating with internal teams to deliver solutions.
• Partner Engagement & Relationship Management: Work with the Channel and partner team being part of the POD to support and be a contact for partners, building trust and understanding their goals to ensure mutual success and satisfaction
• Onboarding & Enablement: Lead onboarding for new partners, ensuring they are well-versed in our products, services, and best practices. Equip partners with tools, resources, and knowledge to effectively represent our offerings.
• Strategic Alignment & Collaboration: Work with cross-functional teams (Sales, Marketing, Legal, Product, Engineering and Finance) to align on strategies that support partner initiatives, product adoption, and revenue growth.
• Feedback Collection & Product Improvement: Gather partner feedback and communicate insights to product, finance and engineering teams, contributing to ongoing improvements and new feature development. 
• Process Optimization: Continuously assess and improve partner workflows, from contract management to reporting, to drive efficiency and scalability.
• Performance Monitoring & Reporting: Assist in forecasting and revenue planning for partnerships, providing insights to ensure accurate revenue tracking and alignment with business objectives. 
• Drive retention strategies: Implement innovative retention strategies that enhance loyalty and reduce churn. Monitor health metrics and coordinate within the Partner team to proactively address potential issues. 
• Develop and implement expansion strategies: These strategies should align with both partner and customer needs by consistently delivering exceptional value. This approach fosters mutual growth, strengthens relationships, and creates opportunities to enhance the existing customer base, with a steadfast commitment to customer satisfaction and partner success.
• Contract and contract renewal: Ensure all partner agreements comply with company standards, managing contracts and renewals while working with Legal and Compliance teams as needed.

• 3+ years experience within the Internet/Telecommunications industries.
• 3+ years experience in an Account Management or Partner/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 organizations.
• Exceptional project management skills with a mind that is a proven problem solver
• 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 organizations. 
• Experience in proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired. 

What We Offer

·       Competitive Compensation Packages

·       Flexible working environments

·       Birthday Leave

·       Generous study and training program + 5 days paid study leave

·       Additional Leave via Purchased Annual Leave Scheme

·       Health and Wellness Program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com

NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".

All applications will be treated in confidence.

Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.