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's Customer Success organization provides our customers with a world class, industry leading lifecycle experience, designed and aligned to deliver on their needs and exceed expectations. The team ensures our customers realize their desired outcomes and full potential, with minimal effort on their part.  

As a Customer Success Manager, you will partner with your customers to become their trusted advisor throughout the lifecycle journey encompassing support from the buy to renewal stages. Utilizing our Customer Health Indicators, you will manage, renew, retain and grow your customer base in a proactive manner. 

Responsibilities: 

• Analyzes lifecycle data and translates insights into recommendations in a clear and unambiguous manner for customers and business partner teams. Identifies root causes, defines and activates solutions, and deploys cross-functional support, where necessary, to resolve.

• Manage customer goals, meet and exceed expectations by conducting customer business reviews either monthly or quarterly.

• Accelerates customers through Lifecycle Journey mapping out a detailed account plan for support.

• Customer onboarding and training our customers to utilize the full potential of our Tranzact self-service platform.

• Manages Revenue Risk Assessment Dashboards and plays.

• Identifies growth and lead opportunities helping sales drive pipeline.

• Responsive, knowledgeable, efficient, and professional approach to supporting customers that engage Customer Success via our Tranzact portal, IVR, or email for any post-sale lifecycle request.

• Maintains an industry-wide perspective on best-in-class customer experience.

• The above list of duties and responsibilities is not exhaustive, and the employer reserves the right to assign additional or different tasks.

Qualifications 

• Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience.

• Minimum of five (5) years in a customer success like role.

• Telco experience is a plus.

• Understanding of Strategic customer accounts.

• Possesses excellent verbal, written, presentation, and communication skills and has the ability to share the customer story through compelling and engaging methods.

• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management).

• Demonstrates an understanding of various technical architectures and operating systems.

• Detail-oriented, accurate and possess excellent follow-up skills.

• Proficient in Salesforce, Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers.

Estimated Base Salary Range: $66,500 - $95,000 USD/annually.

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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 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.