Manager, Customer Success Managers 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 Manager, Customer Success Managers position is responsible for leading a team of Customer Success Managers (CSMs), ensuring an effortless experience for Zayo’s highest-priority customers, and driving process improvement impacting their team and organization. This position is key to the continued loyalty of Zayo’s customer base, as well as continued development of customer service processes.
Leads a team of CSMs who are responsible for identifying, investigating, and resolving customer questions, disputes, and escalations in a manner that is effortless for the customer
Improves CSM skillsets in all functional areas through coaching, mentoring, training, and knowledge-sharing.
Determines opportunities to improve customer-facing process and collaborates internally on completion of those proposed improvements.
Reports team performance metrics internally, making correction to low-performance areas and resources in real-time.
Able to hold low performers accountable and drive improvement.
Able to provide career pathing consultation and support development of high achievers and top performers.
Identifies areas of improvement with data, applicable to survey results.
Develops a strong consultative relationship with internal stakeholders.
Designs and develops system changes in coordination with development resources; benefiting customers and team.
Leads by example; providing insight and communication to employees in a clear and consistent manner.
Identify, investigate, and resolve customer questions, disputes and escalations in a manner that is effortless for the customer while addressing and preventing downstream events.
Drives identification of Special Projects and improvement of Case Management.
Produces and manage various reports related to customer service management.
Creates and presents Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.
Assists management in creating an environment and culture built around an Effortless Customer Experience, driven by data and process.
Bachelor's degree (B.A.) from four-year College or University, plus two to seven years customer service experience and/or training; or equivalent combination of education and experience.
Passion for customer service and delivering an effortless user experience.
Ability to answer phone calls and emails in a professional manner, to address internal and external customer needs.
Efficient with computers with a willingness and ability to learn new software.
Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
Excellent written/verbal communication and presentation skills and proven ability to interface cross functionally as well as with various levels of management.
Possess a sense of urgency with the ability to make timely, creative, and sound decisions under pressure.
Ability to multi-task and manage competing requests in a professional manner.
Desire to understand process, identify improvements, and implement change.
Expert level of familiarity with MS Excel/PowerPoint/Word.
High level of familiarity with coaching methods.
Mid level of familiarity with project management concepts.
Mid level of familiarity with service improvement methods.
Basic understanding of telecom service delivery processes required.
High level of experience with Salesforce.
High level of experience with billing required.
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave