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

Fiver 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

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