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Customer Success Lead

| Greater Boulder Area

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 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.

 

Responsibilities

  • 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.

 

Qualifications

  • 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

 

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

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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