Customer Success Manager - Partners

About MegaportMegaport 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 CultureJoin 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 RoleReporting 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.

What You’ll Be Doing

• 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.

What We Are Looking For

• 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 r