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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Account Management and Customer Success, with a strong focus on customer onboarding, relationship development, and effective communication. Proficient in managing customer service requests and utilizing tools like JIRA and Salesforce to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Account ManagementCustomer SuccessJIRASalesforceProblem-Solving
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 OnboardingBilling AssuranceData CollectionReportingRFP ManagementCompliance FormsService Order AgreementsFinancial Intake FormsCustomer Metrics TrackingCustomer Issue Resolution
Soft Skills
Strong Communication SkillsCollaborationEnthusiasm for LearningCustomer Service OrientationAbility to Work in Fast-Paced Environment
Tools & Technologies
JIRASalesforceCRM SystemsTicket Management Systems
Industry Keywords
Cloud SaaSTelecommunicationsSoftware IndustryCustomer TrendsRevenue Development
Tech Stack
Tools & technologiesCloudSFDC
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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