Customer Success Manager at Zayo

| Greater Boulder Area
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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, dedicated Internet access, and colocation services. Zayo owns and operates a Tier 1 IP Backbone and 44 carrier-neutral data centers. Through its Cloudlink service, Zayo provides low latency private connectivity that attaches enterprises to their public cloud environments. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

The Customer Success Manager (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 close collaboration with internal teams and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer
  • Works with Sales and Product Management teams to identify win-win solutions to customer issues
  • Collaborate / partner with AR to focus on opportunities to collect on aging balances
  • Ability to identify opportunities to streamline processes that improve the customer experience
  • Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects.
  • Reports customer performance metrics both internally and externally
  • 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.
  • Leads implementation projects for assigned customers, overlaying internal service delivery teams to ensure an effortless delivery experience.
  • Audit and maintain assigned customer contact records in Salesforce
  • Influence increase in billing run rate (BRR), quarter over quarter, where possible
  • Works cross functionally with Zayo teams driving credit request approvals
  • Progressively develops a strong business relationship with all customers supported
  • Assists in mentoring and training new team members
  • Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.
  • Independently manage customer deliverables successfully
  • Produce and manage various service reports requested by customer

Qualifications

  • Bachelor's degree (B.A.) from four-year College or University, plus one to three 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.
  • Desire to understand process, identify improvements and implement change.
  • Medium understanding of telecom service delivery processes required.
  • Medium level of experience with salesforce.com required.
  • Medium level of experience with telecom billing required.
  • Strong Time Management Skills
  • Excellent 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
  • Help develop training and process (Knowledge Articles)
  • Set yourself apart from any of the other customer’s vendors, continuing to ask for referrals to strengthen your customer contact list.

 Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy

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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
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
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.
Company Equity
Performance Bonus
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.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
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
Beer on Tap
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.
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Some Meals Provided
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
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
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.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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