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 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.

 Customer Success Organization 

The 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 Large Enterprise 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. 

Key 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 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

• Renewal and upselling 

• 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

Qualifications 

• Five or more years of telecommunications industry experience

• Five or more years in a customer success like role

• Possesses excellent verbal, written, 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 Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers

• Travel up to 25%

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

Base pay range: $65,600 - $96,250, 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.