Customer Success Enablement 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.

Company Description

Zayo provides mission-critical fiber bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. From companies that are advancing communications, entertainment, healthcare and biotech, financial services, education, computing, transportation and more, these innovators are disrupting the way we live and work.

Zayo is the leading provider of infrastructure, with dense, high-quality networks in every major market in North America and many in Western Europe. Our diverse lit and dark fiber networks provide critical connections to thousands of data centers, cloud providers, commercial and entertainment centers in more than 400 markets. And we’re expanding all the time– providing mission-critical routes for customers, more density, diversity, latency and turnkey mobile infrastructure, laying the foundation for our 5G future.

Position Description

In this role, the Operations Enablement will help to identify and outline problems and pain points experienced by Zayo’s customers. An effective Operations Enablement should be an expert in problem solving, critical thinking and implementing an analytical methodology. An ability to understand complex system dependencies and make decisions based on customer service management is essential. In addition, personal communication skills are critical, as this role demands constant interaction across various teams including the greater customer service organization, sales, product, IT, development and executives. 

The Customer Success Operations Enablement will also evaluate business processes within customer success, identify needs, and develop strategies to maximize efficiency. They will do so by using data analytics and reporting to assess processes, determine requirements and deliver data-driven recommendations to Customer Service executives and stakeholders. The Customer Success Operations Enablement will also be responsible for aiding customer success management in developing automated processes to positively support the business, employees and drive revenue growth. 

Role Responsibilities

• Manage and support segment specific Customer Success playbook (Customer Success methodology and lifecycle management plays) and other required content for the customer lifecycle process

• Build out capacity modeling and account assignment and optimization for Customer Success teams. 

• Provides Customer Success Leadership coaching to improve overall performance and gain organizational alignment around goals, objectives and Customer Success methodology.

• Oversee internal communication cadence and content to ensure Customer Success teams have the necessary information to drive results.

• Identifying customer specific business opportunities within Zayo and the customer success group. 

• Collecting and analyzing data for potential business expansion or consolidation

• Leading projects and coordinating with other teams through out Zayo to produce better business outcomes for Zayo’s Customers

• Providing visibility to key stakeholders on projects with targeted timelines and outcomes

• Testing business processes and recommending process improvements for the different Customer Success Teams

• Manage the design and possible implementation G-Suite/Microsoft Office and Salesforce based processes and systems

• Enabling management and leadership through automation and improved organization processes

• Evaluating key performance indicators for the Customer Success organization and adjusting based on leadership feedback. 

• Other duties as assigned.

Qualifications

• Excellent written and verbal communication skills

• Great analytical, critical thinking and problem-solving abilities

• Superior presentation and negotiation skills

• Proven management and organizational skills

• Strong adaptability and capacity to work in fast-paced environments

• In-depth understanding of organizational data flow and its use in management decision-making

• 5+ years of Operational Enablement or equivalent experience

• Bachelor's degree or higher in business analysis, business administration, finance, or related field, or equivalent professional experience.

Base pay range: $65,600 - $91,875, 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.