Client Service Manager III
Company Description
Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.
Position Description
The Client Service Manager III (CSM) position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. CSMs are responsible for billing reports and inquiries, collections partnerships, implementation projects, service improvement plans and operational service reviews. We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. CSMs will act as the single point of contact for complex billing analysis and research. Having strengths in project management, time management and risk management will only benefit candidates. If requested, travel may be required. CSMs conduct in-person operational reviews and help create opportunities for customization and process improvement.
Responsibilities
- Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions
- Works with Sales and Product Management teams to identify win-win solutions to customer issues
- Drive partnership with AR to focus on opportunities to collect on aging balances
- Improve the customer experience by collaborating with stakeholders to streamline processes
- Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects.
- Appropriate management of contractual volume commitments and take or pays across customer base to ensure contract adherence
- Drive increase in billing run rate (BRR), quarter over quarter, where possible
- Able to lead implementation projects for assigned customers without requiring assistance from service delivery, identify risks and have the ability to communicate appropriate expectations to the customer
- Intuitively build strong relationships with a variety of cross-functional contacts within your assigned customer base
- Audit and maintain assigned customer contact records in Salesforce
- Expert-level presenter of customer performance data via both formal operational reviews and informal reports
- Works with management team to develop training and mentoring programs for new and existing team members
- Participate with management to identify opportunities to enhance processes facilitating an improved customer experience
- Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure lower fault frequency, resulting in increased customers satisfaction.
Qualifications
- Bachelor's degree (B.A.) from four-year College or University, plus minimum 3 years customer service experience and/or training; or equivalent combination of education and experience
- High level of familiarity with MS Excel/PowerPoint/Word
- Highly detail oriented, fast learner, agile and thrives in a fast changing environment.
- Ability to multi-task and manage competing requests in a professional manner.
- Tranzact certified
- Good understanding of Zayo Products and Services
- Passion for customer service and delivering an effortless user experience.
- Strong Time Management Skills
- Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to Management. Have the ability to be concise in communication.
- Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
- Streamline processes to increase efficiency and productivity with the team
- Develop training and process (Knowledge Articles / Website)
- Expert-level familiarity with MS & Google software (sheets/slides/docs)
- High level of salesforce.com knowledge, including creating reports and dashboards
- High familiarity with Zayo billing processes & invoices.
Rewards
- Competitive compensation
- Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
- Fitness membership discounts
- Generous paid time off policy including paid parental leave