Senior Manager, Customer Success Enablement

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.

Role Responsibilities

• Manage and support 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. 
• Adapting departmental plans and priorities to address resource and operational challenges
• 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
• Impacts the level of service and the team’s ability to meet quality, volume and timeliness of objectives
• Evaluating key performance indicators for the Customer Success organization and adjusting based on leadership feedback. 
• Other duties as assigned.

Qualifications

• Bachelor's degree or higher in business analysis, business administration, finance, or related field, or equivalent professional experience.
• 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.
• Excellent written and verbal communication skills
• Great analytical, critical thinking and problem-solving abilities
• Superior presentation and negotiation skills
• Proven management and organizational skills

Base pay range: $85,000 - $125,000, 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.