Partner Success Manager 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 Partner Success Manager position is responsible for ensuring an effortless experience for Zayo’s Indirect Channel, and Master Agent relationships. As service level experts, we understand the internal processes, requirements, and allowances that can be made and are able to work cross-functionally to expedite resolution and/or compromises, both internally (Zayo) and externally (Partner) to provide an effortless customer experience.
Represents a knowledgeable, efficient, and professional image of Zayo to our customers by handling business with a respectful and professional demeanor.
Develops a strong business relationship with Partners and Account Teams.
Acts as the point of contact with assigned base of Master Partner accounts.
Demonstrates ability to handle high volume with a strong emphasis on responsiveness.
Manage and resolve Partner problems that are escalated for management attention.
Ensures timely and accurate response/communication to Management and other internal departments such as Sales, Legal, Service Delivery, Engineering, Billing and Network Control Central.
Determines opportunities to customize processes in order to improve customer experience, and works with internal teams to deliver those improvements.
Investigates and resolves billing disputes and requests for credit.
Maintains a current and thorough understanding of telecommunications network and products/services, as well as the Salesforce platform.
Minimizes escalations through efficient case management, active listening and use of effective communications techniques.
Exhibits effective case management per Zayo SLA and consistently provides customer touch points with the goal of resolving request within reasonable timeframes.
Meet with decision makers to identify opportunities for enhanced support.
Documents all Partner contacts and work in Salesforce.
Investigates, resolves, and attempts to prevent further occurrence of Partner issues.
Conducts basic service or operational reviews upon request.
Comprehensive understanding and working knowledge of Zayo and customer contract terms.
Ensures Partners are proficient in using Tranzact, Zayo’s customer portal, by providing online demonstrations.
Provide guidance to company and peers on process and standards.
Strives for #5Star Effortless Customer Experience measured by feedback forms completed per case
Complies with all internal and external mandates, rules and regulations regarding customer and company proprietary information
Bachelor's degree (B.A.) from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.
Working knowledge and understanding of Telecommunications.
Indirect Sales/Channel Support experience and knowledge base preferred but not required.
Knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook and Gmail); and Presentation software (PowerPoint).
Customer service experience with the ability to manage multiple accounts.
Highly detail oriented, fast learner, accepts corrective feedback, ability to adapt and thrive in an ever changing environment.
Project Managing Experience is preferred but not required.
Ability to Multi-task in a fast-paced environment.
Passion for delivering an exceptional and effortless user experience.
Entrepreneurial mindset; desire to understand process, identify improvements and implement change.
Develop a proficiency with Salesforce, reports and dashboards.
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave