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.
Job Description
Zayo is seeking a Senior Manager - Service Assurance Account Executive to lead a team of Strategic Account Executives who are each responsible for ensuring the quality, reliability, and availability of services to a Top 10 customer. Our Senior Manager - Service Assurance Account Executive is responsible for the development, performance, and retention of the Service Assurance team. This role will report to the Business Analytics & Service Assurance Director.
*We're open to this role working remotely within the United States.
Responsibilities:

• Leads a team of 10 Strategic Account Executives who are responsible for ensuring the quality, reliability, and availability of our services to our top 10 customers
• Develops leaders and customer service management skill sets through coaching, mentoring, training and knowledge sharing
• Acts as an escalation point during customer impacting events and engage directly with customer representatives, providing incident updates from NCC communications
• Builds and manages deep, meaningful, and effective relationships with our clients and business partners
• Delivers on objectives and KPIs that are aligned with NCC, Service Assurance, and across Zayo
• Serves as customer advocate, technical resource, and subject- matter- expert for internal departments for their assigned customer and develop communication strategies with internal departments by staying well-versed in internal SLA's and operational processes
• Defines and helps develop custom reporting and presentations to deliver during regular operations review, illustrating network performance; highlighting positive performance trends, and identifying areas for service improvement opportunities
• Partners with Network Control Center (NCC) to identify, create, implement, and track post-mortem analysis and preventive measures and then take the lead in presenting that information to the customer
• Defines and communicates key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Participate in both internal and external meetings associated with SIP until initiatives are resolved
• Monitors adherence to SLAs and service performance targets, track KPIs, and report on service performance to stakeholders

Qualifications:

• 4-year college degree in business or similar field or equivalent experience; additional experience may be used in lieu of degree requirement.
• Minimum of 4 (four) years of leadership experience
• Minimum of 8 (eight) years of experience working in a customer support/success organization
• Experience working in a customer service organization
• Excellent communication, problem solving, project management, and time management skills
• Ability to adjust to rapid changes within the business and willingness to be hands-on, with no reservation to roll-up sleeves and perform out of scope duties to get the job done
• Exceptional ability to influence others through oral and written presentation. Ability to persuade, motivate and compel support for key ideas and initiatives by delivering clear, well-structured messages
• Confident and articulate; produces clear, accurate, and logically structured documentation tailored to the audience
• Ability to establish credibility and rapport with key internal and external stakeholders
• Travel as needed

Base Salary Range: $100,000 - $108,500 annually, commensurate with experience.
Benefits, Rewards & Wellness

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

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
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.