Strategic 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.

Strategic Customer Success Manager

Our Strategic Customer Success Managers (CSMs) serve as the customer advocate and provide a highly proactive end-to-end lifecycle support experience. As part of a dedicated ecosystem team, they take ownership of all lifecycle management and engagement for a select group of strategic customers who have an elevated expectation of their experience.

CSMs excel at delivering a world class experience through a highly engaging, empathetic, and partnership approach with our customers. CSMs anticipate customers needs and are driven by delivering outcomes our customers value.

They serve as the conduit for any potential customer request or issue by providing customers with a highly responsive experience and are passionate about identifying, addressing and resolving any lifecycle opportunity in a timely and efficient manner.

CSMs enable company growth by creating an experience our customers rely on and view as effortless on their part.

They excel at proactively managing and engaging with our customers, and through a maniacal customer focused mindset, resolve inquiries to questions, address technical and non-technical issues, and overcome any issues or hurdles in an efficient and timely manner.

Zayo is on a relentless pursuit of world class customer excellence, and our CSMs are a driving force to enable this.

Key Responsibilities 

• Builds and manages effective relationships with our most strategic customers and business partner teams (individual contributor to executive leadership) 

• 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

• Manages complex projects and programs, evaluates any risk to key milestones, and proactively addresses to mitigate any impact to key delivery milestones and the customer experience 

• Effective prioritization, proactive escalation (where necessary), and communication for all requests with a goal of resolving any issues in an expedient and effortless manner for our customers 

• Coordinates and facilitates project-based meetings. Develops and distributes timely meeting minutes, to include key takeaways and action items, verifies they are incorporated into any program schedules, and ensures deliverables are met on time.

• Audits strategic customers to ensure embedded base and contracts are correct

• 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

• Onboards and trains customers to unleash the full potential of our Tranzact self-service platform 

• Maintains an industry-wide perspective on best-in-class customer experience

Qualifications 

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

• Possesses excellent verbal, written, and communication skills and has the ability to share the customer story through compelling and engaging methods

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

• Demonstrates extreme ownership toward issue resolution 

• Demonstrates extreme ownership of customer and internal engagement 

• Highly proactive in every facet of the role

• Ability to prioritize and organize effectively, working from a strategic plan

• Ability to work with minimal supervision

• 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

• Five or more years of experience working with customer relationship management (CRM) databases

• Five or more years of telecommunications industry experience 

• Demonstrates an understanding of various technical architectures and operating systems

• Demonstrates an understanding of renewal service concepts / process

• 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

• Valid driver’s license and prepared to travel up to 25%

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.