Senior Manager , Escalations
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.
The Customer Escalation Manager will also be responsible for creating reports and dashboards in Salesforce to reflect performance in each specific area of interest, and routinely meet with customers to perform service reviews in which the Customer Escalations Manager will report on Zayo’s performance and corrective action plans that are underway. The Customer Escalations Manager will also be responsible for managing any special projects related to his/her assigned accounts related to service improvement initiatives, and serve as a customer advocate to address any questions or concerns raised by customers.
Responsibilities
- Developing a set of measurable metrics to monitor Zayo performance in all areas of engagement with large/strategic customer accounts
- Create Salesforce reports and dashboards to review Zayo performance
- Analyze areas of performance with Excel pivot tables and other analytical tools
- Create customer presentations using Microsoft PowerPoint.
- Proactively act upon any areas of performance concern, driving performance improvement through changes in systems, processes, or other areas as necessary
- Project manage “special projects” related to large/strategic accounts. Example projects include audit of fiber routes or circuit provisioning, or billing audits to account for all billable services for a specific customer
- Serve as a single point of contact for customer questions and concerns, reaching out to other internal organizations (e.g. Sales, Billing, Escalations, etc.) to resolve customer inquiries.
- Meet with customers on a regular basis to perform service reviews; meetings will most often be via teleconference / GotoMeeting but will occasionally require travel to customer locations
- CO pay range: $98,700-$131,600
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.