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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Strategic Account Management, focusing on driving retention, upselling, and cross-selling within high-value customer accounts. Proficient in leveraging CRM tools like Salesforce to manage customer relationships and enhance overall customer experience.
Highest-signal resume keywords
Customer Success ManagementStrategic Account ManagementSalesforce CRM ProficiencyBilingual in French and EnglishCommercial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionUpsellingCross-SellingAccount PlanningCustomer EngagementTechnical Environment UnderstandingValue-Driven Sales ApproachCustomer Pain Point IdentificationService Performance ManagementProduct Knowledge
Soft Skills
Relationship BuildingCommunication SkillsCollaborationInfluencing SkillsProblem Solving
Tools & Technologies
SalesforceCRM Platforms
Industry Keywords
Enterprise SoftwareCloudTelecommunicationsNetworkingVirtualised Compute
Tech Stack
Tools & technologiesCloudSFDC
About the role
Key responsibilities & impact- Act as the main point of contact and interface with existing customers.
- Focus on post-sale relationships, including upselling/cross-selling, enablement, service performance, renewals, and overall customer experience.
- Drive incremental sales and retain existing revenue through proactive customer engagement.
- Introduce customers to product enhancements, service developments, pricing initiatives, and other Megaport benefits.
- Collaborate with Direct Sales Executives and Solution Architects to manage, grow, and retain revenue across strategic customers.
- Build relationships with customer senior and executive stakeholders.
- Develop and maintain account plans covering objectives, priorities, risks, stakeholders, and growth opportunities.
- Lead strategic customer engagements, business reviews, and success planning sessions.
- Drive adoption and awareness of Megaport products, services, and partner ecosystem.
- Manage renewals, identify risks early, and maximise retention and customer lifetime value.
- Act as a trusted advisor from onboarding through renewal and expansion.
- Identify upsell, cross-sell, and whitespace opportunities.
- Represent customers internally and coordinate commercial issue resolution.
- Track customer sentiment, account health, risks, and pipeline activity in Salesforce.
- Maintain product knowledge and position Megaport solutions within customers’ technology environments.
- Support revenue growth campaigns with Sales and Marketing.
- Collaborate with Finance, Operations, and other cross-functional teams to resolve service-impacting challenges.
- Improve customer experience and internal processes using customer feedback and commercial insight.
Requirements
What you’ll need- 5+ years of experience in Customer Success, Strategic Account Management, Account Management, or equivalent roles within the enterprise software, internet, cloud, or telecommunications sectors.
- Experience managing high-value or strategically important customers in a high-touch environment.
- Strong commercial acumen and the ability to influence revenue outcomes through a consultative, value-driven sales approach.
- Proven experience driving retention, adoption, upsell, and cross-sell within existing customer accounts.
- Strong relationship-building skills, with the ability to engage confidently with senior and executive stakeholders.
- Demonstrated strength in identifying customer pain points and proposing relevant solutions that drive tangible value.
- Proven ability to thrive in fast-paced, technical environments with shifting priorities.
- Excellent verbal and written communication skills and the ability to collaborate effectively across global teams and customers.
- Confident using CRM platforms such as Salesforce (SFDC) to maintain account records, opportunity pipelines, forecasting, and reporting.
- Understanding of cloud, networking, and virtualised compute environments in the enterprise space is highly desirable.
- Must be fluent in French and English, comfortable presenting to customers and internal company stakeholders in both languages.
Benefits
Comp & perks- Flexible working environments
- Birthday Leave
- Generous study and training allowance + 5 days paid study leave
- Creative, fun, and contemporary workspaces
- Motivated team of industry experts and new talent
- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
- Health and wellness program