Sr. Manager, Strategic 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.

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.

Sr. Manager, Customer Success 

As a Sr. Manager of Customer Success, you are passionate about leading and shaping all aspects of the organization; setting measurable and challenging objectives, mentoring team members, hiring and retaining the best talent, establishing practitioner disciplines, nurturing our team culture, cultivating cross-organizational partnerships and collaboration, and driving continuous improvement of our customers’ experience with a quantitative and qualitative data driven mindset.

Zayo is in a relentless pursuit of world class customer excellence, and our organization is a driving force to enable this.

Key Responsibilities 

• Manages professional employees and/or supervisors or supervises large, complex support, production or operations team(s)

• Develops leaders and CSM skill sets in all functional areas through coaching, mentoring, training and knowledge sharing

• Manages recurring revenue and net revenue retention, identifying all growth opportunities working closely with the sales team

• Establishes and delivers on objectives and KPIs that are aligned with CS, GSM and across Zayo

• Has accountability for the performance and results of a team within own discipline or function

• Adapts departmental plans and priorities to address resource and operational challenges

• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior management

• Provides technical guidance to employees, colleagues and/or customers

• Leads with authenticity, passion, and an employee and customer focused mindset

• Inspires teams to do their very best work and supports each member to realize their full potential

• Implements a strategy to continuously improve customer experience and engagement, scales the organization, develops talent, and maintains low employee regrettable churn

• Develops and presents strategy, insights, results, and quarterly progress updates to stakeholders and customers in a compelling and easy to understand manner

• Builds and manages deep, meaningful, and effective relationships with customer segment and business partner teams (individual contributor to executive leadership) 

• Effectively communicates, highly organized, and a dependable member of Customer Success leadership team 

• Accountable for functional escalations 

Qualifications 

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

• Five or more years of experience working in a leadership role

• Seven or more years of telecommunications industry experience 

• Demonstrates excellent verbal, written, and communication skills and has the ability to share the customer and employee narrative through compelling and engaging methods

• Highly collaborative and respectful approach when working with our stakeholder teams

• Demonstrates extreme ownership

• Ability to understand process, identify improvements, and implement change

• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)

• Deadline-driven with effective prioritization and organization skills that can work under time constraints. Highly organized

• 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

• Ability to work in a fast-paced environment

• Travel up to 25%

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.