Customer Success Lead at Zayo
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.
The Customer Success Lead position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. Customer Success Managers (CSM) 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. Lead CSMs will have added responsibility acting as primary contact for a business aligned team. If requested, travel may be required. CSM Leads may need to conduct in-person operational reviews, address escalations and help their peers with opportunities for customization and process improvement.
Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions.
Responsibility for the success and performance of Customer Success Verticals
Acts as Single Point of Contact/Escalation Point for a specific Vertical and set of Customers/Accounts
Coaching Teammates and peers on how to develop strategies for providing an Effortless Experience.
Review and first level approval of billing disputes
Serve as a point of contact for internal and external escalations
Work with Sales and Product Management teams to identify win-win solutions to customer issues and lead by example in creating relationships with other Leads within the company.
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, and communicate appropriate expectations to the customer
Appropriate understanding 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
Intuitively build strong relationships with a variety of cross-functional contacts
Audit and maintain customer contact records in Salesforce
Expert-level presenter of customer performance data via both formal operational reviews and informal reports
Works with management and peers to develop training and mentoring programs for new and existing team members
Lead team in facilitating management review for opportunities to enhance processes
Partner with the NCC /Strategic Program Managers and or Operations Managers in addressing customer concerns regarding network reliability resulting in increased customers satisfaction.
Help create and sustain an environment of transparency, inclusion and collaboration within their Customer Success Vertical.
Owning Outcomes for Customer Base and Customer Success Team, driving a culture where individual contributors are held accountable for performance and are incentivized to embrace colleagues and be entrepreneurial.
Bachelor's degree (B.A.) from four-year College or University, plus minimum 5 years customer service experience and/or training; or equivalent combination of education and experience.
Desire to mentor and coach team members on a regular basis
Professional Communication skills
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.
Passion for customer service and delivering an effortless user experience.
Strong time management skills
Exceptional written and verbal communication and presentation skills. Have the ability to be concise in communication.
Proven ability to interface cross functionally and vertically.
Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
Ability to learn and master new systems and understand how systems work
Experience in developing training and processes (Knowledge Articles / Website / SF Development)
Expert level familiarity with MS & Google software (sheets/slides/docs)
In depth understanding of Zayo products and services; Tranzact certification a plus
High familiarity with Zayo billing processes & invoices a plus
High level of salesforce.com knowledge, including creating reports and dashboards a plus
High level of familiarity with MS Excel/PowerPoint/Word/Salesforce
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave