Save Desk Director 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, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

A successful Director, Customer Retention will be responsible for leading a team of churn managers through reactive, proactive pass-through and proactive direct churn mitigation actions. This includes rapid response and save actions for clients with disconnect requests, guiding sales representatives through a renewal or month-to-month at risk customers and ultimately owning direct actions for customer renewals, at risk clients and marketing save campaigns.


Through direct and indirect customer interaction and an understanding of the churn mitigation strategy, this position will lead churn managers through the planning and execution of save plays across the business to mitigate churn. The ability to interact with customers directly and across internal teams is vital for success.

Prior experience and knowledge of industry technology and terminology, as well as proficiency in Microsoft Suite (or Google Suite) and Salesforce is required. Additionally, the ability to integrate quickly into Zayo’s CRM software and manage workload in a dynamic environment is critical.


Responsibilities

  • Responsible for mitigating churn and exceeding churn targets
  • Identify and prioritize “at risk” customers
  • Ownership of building and improving save plays library & best practices
  • Monitor and track execution of save tasks across the business, drive world class results
  • Analyze and report on outcomes/success of save efforts
  • Lead execution of proactive campaigns for a subset of high-risk accounts aligned with Marketing, Sales, Product and Customer Success
  • Help streamline renewal pricing 

Qualifications

  • Well-developed contract understanding
  • Ability to manage a large workload of customer retention activities
  • Ability to lead a high performing team and exceed team goals
  • Excellent written and verbal communications skills.
  • Proficiency in the MS Office suite with emphasis on Excel, Word and PowerPoint or equivalent Google suite is required. Knowledge of Salesforce.com platform is a plus.
  • Requires an individual who is detail oriented with superb organizational skills and the ability to multitask and prioritize. Requires an ability to be flexible in work schedule and to work and meet strict deadlines with limited supervision.

Education & Experience:

  • Minimum 5-15 years of experience in the telecommunications industry or equivalent in customer facing roles
  • Prior experience with customer communications and negotiating is preferred
  • Undergraduate B.A. or B.S. degree preferred or equivalent experience

CO pay range: $130,000 - $155,000

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

Benefits, Rewards & Wellness

  • Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee

  • Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan

  • Excellent Health, Dental & Vision Insurance

  • Retirement 401(k) Savings Plan

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.

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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

In Colorado we have campuses in Downtown Denver and on 29th Street Mall in Boulder, 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 security 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 sync
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
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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.
Pet 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.
Mental Health Benefits
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.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
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 Volunteer Time
We encourage our employees to give back to our communities by providing 4 hours of Volunteer Time Off per quarter.
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.
Company Outings
Game Room
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
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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