Save Desk Director
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.