Sr. Manager, Customer Success

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 Manager - Customer Success Managers position is responsible for leading a team of Customer Success Managers (CSMs), ensuring an effortless experience for Zayo’s highest-priority customers, and driving process improvement impacting their team and organization. This position is key to the continued loyalty of Zayo’s customer base, as well as continued development of customer service processes.

Responsibilities

Leads team of CSMs who are responsible for identifying, investigating and resolving customer questions, disputes, and escalations in a manner that is effortless for the customer

Improves CSM skillsets in all functional areas through coaching, mentoring, training and knowledge-sharing.

Determines opportunities to improve customer-facing process and collaborates internally on completion of those proposed improvements

Reports team performance metrics internally, making correction to low-performance areas and resources in real-time

Able to hold low performers accountable and drive improvement

Able to provide career pathing consultation and support development of high achievers and top performers

Identifies areas of improvement with data, applicable to survey results

Develops a strong consultative relationship with internal stakeholders

Designs, develops system changes in coordination with development resources; benefiting customers and team.

Leads by example; providing insight and communication to employees in a clear and consistent manner.

Identify, investigate and resolve customer questions, disputes and escalations in a manner that is effortless for the customer while addressing and preventing downstream events.

Drives identification of Special Projects and improvement of Case Management

Produces and manage various reports related to customer service management

Create and present Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.

Assist management in creating an environment and culture built around an Effortless Customer Experience, driven by data and process.

Qualifications

Ability to answer phone calls and emails in a professional manner, to address internal and external customer needs

Efficient with computers and willing and able to learn new software

Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.

Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally as well as with various levels of management.

Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.

Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.

Ability to multi-task and manage competing requests in a professional manner.

Passion for customer service and delivering an effortless user experience.

Desire to understand process, identify improvements and implement change.

Expert level of familiarity with MS Excel/PowerPoint/Word.

High level of familiarity with coaching methods.

Mid level of familiarity with project management concepts.

Mid level of familiarity with service improvement methods.

Basic understanding of telecom service delivery processes required.

High level of experience with salesforce.com.

High level of experience with billing required.

EDUCATION AND/OR EXPERIENCE

Bachelor's degree (B.A.) from four-year College or University, plus two to seven years customer service experience and/or training; or equivalent combination of education and experience.

Rewards

Base pay range: $85,800 - $120,120 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.