Senior Customer Success Manager

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.

Zayo is seeking a Senior Customer Success Manager to be responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. Senior Customer Success Managers are responsible for billing reports and inquiries, collections partnerships, implementation projects, service improvement plans and operational service reviews. They 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. The Senior Customer Success Manager will act as the single point of contact for complex billing analysis and research. The Senior Customer Success Manager will also have the added responsibility acting as primary contact for a business aligned team. If requested, travel may be required. CSM Leads may need to conduct in-person operational reviews, address escalations and help their peers with opportunities for customization and process improvement.

** This position is open to remote candidates throughout the U.S.

Responsibilities:

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

• Responsible for the success and performance of Customer Success Verticals.

• Acts as Single Point of Contact/Escalation Point for a specific Vertical and set of Customers/Accounts.

• Coaching Teammates and peers on how to develop strategies for providing an Effortless Experience.

• Review and first level approval of billing disputes.

• Serve as a point of contact for internal and external escalations.

• Work with Sales and Product Management teams to identify win-win solutions to customer issues and lead by example in creating relationships with other Leads within the company.

• Drive partnership with AR to focus on opportunities to collect on aging balances.

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

• Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects, and communicate appropriate expectations to the customer.

• Appropriate understanding of contractual volume commitments and take or pays across customer base to ensure contract adherence.

• Drive increase in billing run rate (BRR), quarter over quarter.

• Intuitively build strong relationships with a variety of cross-functional contacts.

• Audit and maintain customer contact records in Salesforce.

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

• Works with management and peers to develop training and mentoring programs for new and existing team members.

• Lead team in facilitating management review for opportunities to enhance processes. 

• Partner with the NCC /Strategic Program Managers and or Operations Managers in addressing customer concerns regarding network reliability resulting in increased customers satisfaction.

• Help create and sustain an environment of transparency, inclusion and collaboration within their Customer Success Vertical.

• Owning Outcomes for Customer Base and Customer Success Team, driving a culture where individual contributors are held accountable for performance and are incentivized to embrace colleagues and be entrepreneurial.

Qualifications:

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

• Desire to mentor and coach team members on a regular basis.

• Professional communication skills. 

• 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.

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

• Strong time management skills.

• Exceptional written and verbal communication and presentation skills. Have the ability to be concise in communication.

• Proven ability to interface cross functionally and vertically.  

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

• Ability to learn and master new systems and understand how systems work.

• Experience in developing training and processes (Knowledge Articles / Website / SF Development).

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

• In depth understanding of Zayo products and services; Tranzact certification a plus.

• High familiarity with Zayo billing processes & invoices a plus.

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

Base Salary Range: $83,300 - $119 USD/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.