Account 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 133,000-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 Account Manager plays an integral role in revenue generation and relationship building for a subset of Zayo’s most strategic accounts. This position is responsible for assisting account directors by handling most transactional customer requests, backbone network opportunities and large RFPs. These requests encompass quoting, service prospecting and order creation as well as general questions related to the customer’s embedded base of services. This role requires frequent collaboration with account directors, deal management, sales engineering, customer success and service delivery teams. Consequently, it is critical for the Sales Support Associate to actively manage projects that involve other internal teams to meet customer expectations. The Sales Support Associate is often the first touch-point for the customer. It is essential for this role to provide frequent updates to our internal and external customers in order to display Zayo’s commitment to best in class customer service. Additionally, the role requires regular meetings with account directors to understand evolving customer needs and overall account strategy.

Responsibilities

• Develop and maintain knowledge of Zayo’s sales tools such as Tranzact and Salesforce.com

• Supply quotes for customers when they engage the team for a new service

• Coordinate with the Tranzact team to process bulk requests

• Create ICB’s for non-standard quote requests that require deal management and engineering approvals

• Collaborate with deal management and engineering teams to verify customer requirements are met for custom pricing solutions

• Manage outstanding ICB requests and ensure deliverables are returned within customer expectations

• Generate service orders for new services from approved quotes and ICB’s

• Process MAC order for changes to existing customer services i.e. upgrades, renewals, etc.

• Field general questions regarding a customer's embedded base of services, quotes, order, etc.

• Provide regular feedback on customer requests that are non-standard 

• Sync regularly with account managers to understand customer needs, priorities and account strategy

• Assist in account ownership and develop one to one relationships with all customers

• Ability to travel as needed to complete duties

Qualifications

• 1-3 years of experience supporting customers directly

• 1-3 years of experience working within Salesforce or similar CRM

• Motivated by serving customers and providing an effortless experience

• Proficient with Microsoft Excel, PowerPoint and Word

• Ability to create reports & dashboards in Salesforce

• In-depth understanding of telecom and Zayo’s product offerings

• Experience quoting and processing orders in Zayo’s internal systems is preferred

• Ability to multi-task and work on multiple projects at once

• Advanced organization and time management skills

• Aptitude for problem-solving and thinking outside of the box

• Effective collaboration skills working with peers from different teams

• Articulate and concise communication skills, both written and verbal

Base pay range: $49,000- $65,000, 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.