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.

Position Description

The Commercial Operations group will form the backbone of the sales organization and focus on maximizing sales rep productivity, protecting existing customers, increasing win rate, and increasing the size of the buy. Critical to achieving these goals, the Head of Churn Management will put into place programs to quantitatively and qualitatively identify at-risk customers and revenue as well as sales and operations tactics to mitigate and prevent churn. The Director of Churn Management will establish a contract database to ensure the Commercial Operations team has an accurate understanding of how much revenue is approaching the renewal window and to provide customer insights from this information to the rest of the Commercial Operations group and, ultimately, to the sales force. In addition to the primary focus of contract database management, the Director of Churn Management will support other sales initiatives and analysis as determined by the Head of Commercial Operations.

Responsibilities

Establishes churn prediction and mitigation processes:

• Develop data driven approach to customer at-risk MRR as well as processes to establish qualitative risk assessment on a consistent basis
• Develop data driven approach to customer at-risk MRR as well as processes to establish qualitative risk assessment on a consistent basis
• Build Save Desk to rapidly address at-risk customers via coordinating sales and operations activities
• Prioritize Save Desk activities based on value and risk

Manages the contract and renewal processes:

• Manages contract database to make sure the database is complete and all contracts are accurately recorded and the information is stored in an accessible manner
• Generates reports related to contracts (e.g. renewal windows, protected revenue) that can be utilized by sales teams or by the Commercial Operations group for additional analysis or support other sales initiatives
• Designs systems to ensure compliance of sales reps in uploading and tracking of contracts with correct documentation
• Manages inside sales/account management team which covers existing customers with limited full potential
• Coordinate with the Legal Department to ensure database accuracy and to develop management processes

Support ad-hoc sales support initiatives:

• Collaborate with other analysts (campaign development, customer dashboard, etc.) to ensure the accuracy of all tools and databases used by the Commercial Operations group

40%

Establishes churn prediction and mitigation processes:

• Develop data driven approach to customer at-risk MRR as well as processes to establish qualitative risk assessment on a consistent basis
• Build Save Desk to rapidly address at-risk customers via coordinating sales and operations activities
• Prioritize Save Desk activities based on value and risk

30%

Manages the contract and renewal processes:

• Manages contract database to make sure the database is complete and all contracts are accurately recorded and the information is stored in an accessible manner
• Generates reports related to contracts (e.g. renewal windows, protected revenue) that can be utilized by sales teams or by the Commercial Operations group for additional analysis or support other sales initiatives
• Designs systems to ensure compliance of sales reps in uploading and tracking of contracts with correct documentation
• Manages inside sales/account management team which covers existing customers with limited full potential
• Coordinate with the Legal Department to ensure database accuracy and to develop management processes

30%

Support ad-hoc sales support initiatives:

• Collaborate with other analysts (campaign development, customer dashboard, etc.) to ensure the accuracy of all tools and databases used by the Commercial Operations group

Qualifications

• Education: 
• Bachelor’s degree in sales/marketing or related field, equivalent work experience, or a combination thereof; MBA desired but not required
• Experience:
• Strong sales skill set; 6+ years of experience in Sales, Marketing or Operations; experience in Telecom or related industry preferred
• Prior corporate experience within multifaceted sales organizations with numerous input levels and a complex suite of services
• Strong familiarity with the sales process and experience with Commercial Operations or contract management systems (Concord, ContractSafe, etc.)
• Key Competencies: 
• Excellent organizational skills and a detail-focused mindset
• Strong interpersonal, analytical, written, and presentation skills
• Ability to work cross-functionally across the organization, to team up and deliver value
• Uses ethical principles to guide decisions and actions; demonstrates honesty and integrity in managing people and resources; and treats others with respect, fairness, and concern for their welfare

Rewards

• Competitive compensation

  • Base salary range: $160,000-$180,000

  • Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee

• Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

• Fitness membership discounts

• Generous paid time off policy including paid parental leave