Customer Success Manager I

| 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 Manager I (CSM) position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements, they are to maintain and strengthen customer trust, retention and growth. Our customers are our heroes and we strive to ensure we are providing the most effortless service possible. 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

  • Identifies, investigates and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer

  • Drives billing issues and collections for dedicated accounts to resolution

  • Determines opportunities to improve customer experience

  • Organize and coordinate all internal teams for the timely and effortless resolution of customer projects and facilitate project kick-off calls.

  • Reports customer performance metrics both internally and externally

  • Works cross functionally across all Zayo teams in delivering items for customers, includes driving credit request approvals

  • Develops a strong business relationship with all customers supported

  • Conduct face-to-face Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements. Travel may be required.

  • Investigates, resolves, and attempts to prevent further occurrence of customer issues.

  • Leads implementation projects for customers, overlaying internal service delivery teams to ensure an effortless delivery experience.

  • Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.

  • Manage customer issues to resolution while keeping management aware.

  • Produce and manage various service reports requested by the customer.

Qualifications

  • Bachelor's degree (B.A.) from four-year College or University, plus at least one year customer service experience and/or training; or equivalent combination of education and experience.

  • High level of familiarity with MS Excel/PowerPoint/Word

  • Ability to answer phone calls to address customer needs

  • Efficient with computers

  • Highly detail-oriented, fast learner, ability to adapt and thrive in an fast-changing environment.

  • Ability to multi-task and manage competing requests in a professional manner.

  • Clear and concise written communication

  • Tranzact certified

  • Passion for customer service and delivering an effortless user experience.

  • Desire to understand process, identify improvements and implement change.

  • Foreign Language fluency a plus; French or Spanish

  • Basic understanding of telecom service delivery processes a strong plus, not required.

  • Low to Medium understanding of telecom a plus

  • Experience with salesforce.com a strong plus, not required.

  • Experience with telecom billing a plus, not required.

  • Excellent problem solving, organizational and follow-up skills.

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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