Customer Success Manager, Senior

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

The Customer Success Manager, Senior position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements.  CSMs are responsible for implementation projects, service improvement plans and operational service reviews.  We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. Having strengths in project management, time management and risk management are beneficial. If requested, travel may be required.   The role also supports revenue retention by proactively identifying renewal and churn risks, maintaining awareness of customer revenue, and partnering cross-functionally on actions that protect and grow the customer relationship.

Responsibilities

• Provide oversight guidance, and support to effectively manage a dedicated team.

• Provide escalation assistance and support as needed.

• Work with manager to develop and implement strategic solutions.

• Attend meetings as required or needed to represent the team.

• Provide support, training, and continuous development through team coaching.

• Assist with monthly team analysis and customer health insights and development.

• Proactively work to prevent, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions.

• Improve the customer experience by collaborating with stakeholders to streamline processes.

• Assist in project kick-off calls to provide an effortless implementation of customer projects.

• Support increases in billing run rate (BRR), quarter over quarter, where possible, by identifying customer needs and partnering with Sales on appropriate growth opportunities.

• Support renewal readiness by monitoring upcoming renewals, identifying customer or service risks, and partnering with Sales and internal teams to help drive timely renewal activity.

• Identify and communicate churn risk early, including concerns related to customer sentiment, service performance, delivery, billing, or competitive pressure, and support mitigation plans with the appropriate teams.

• Maintain awareness of assigned customer revenue and account health to help prioritize retention, renewal, and growth activities.

• Help in, identifying risks and have the ability to communicate appropriate expectations to the customer.

• Intuitively build strong relationships with a variety of cross-functional contacts and teams within your assigned customer base.

• Audit and maintain assigned customer contact records in Salesforce.

• Maintain accurate customer health, renewal status, churn risk, and relevant revenue-related information in Salesforce to support account planning and visibility.

• Expert-level presenter of customer performance data via both formal operational reviews and informal reports.

• Participate with management to identify opportunities to enhance processes facilitating an improved customer experience.

• Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure lower fault frequency, resulting in increased customer satisfaction.

Qualifications

• Bachelor's degree (B.A.) from four-year College or University, plus minimum 5 years customer service experience and/or training; or equivalent combination of education and experience.

• High level of familiarity with MS Excel/PowerPoint/Word.

• Highly detail oriented, fast learner, agile and thrives in a fast changing environment.

• Ability to multi-task and manage competing requests in a professional manner.

• Good understanding of Zayo Products and Services.

• Passion for customer service and delivering an effortless user experience.

• Strong Time Management Skills.

• Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to Management.  Have the ability to be concise in communication.

• Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.

• Streamline processes to increase efficiency and productivity with the team.

• Develop training and process (Knowledge Articles / Website)

• Expert-level familiarity with MS & Google software (sheets/slides/docs)

• High level of salesforce.com knowledge, including creating reports and dashboards.

• High familiarity with Zayo billing processes & invoices.

• Basic understanding of customer renewals, retention, churn risk, and revenue drivers within an assigned account base.

Estimated base salary range: $85,000 - $95,000 USD /annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.