Sr. Manager, Customer Experience & Sales Analytics

| Greater Boulder Area

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, dedicated Internet access, and colocation services. Zayo owns and operates a Tier 1 IP Backbone and 44 carrier-neutral data centers. Through its Cloudlink service, Zayo provides low latency private connectivity that attaches enterprises to their public cloud environments. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

The Senior Manager, Customer Experience & Sales Analytics role empowers the sales organization by utilizing data to provide actionable insights and intelligence to teams from our inside sales organization, up to executive leadership. The right candidate is an organizational leader with a passion for data and analysis who has a clear vision for how data can transform company strategy.

The Senior Manager, Customer Experience & Sales Analytics role will drive collaboration between multiple Zayo teams such as Customer Success, Sales, Sales Operations, Finance & Accounting, Product,Business Development, Data Strategy, and Customer Intelligence while establishing processes and providing governance to drive Sales and Customer success. This role leads two distinct teams in the development and implementation of scalable solutions around critical strategic initiatives for our sales organization, all with the focus of delivering the best experience for our Customers.

The Customer Experience team owns the implementation, maintenance, and governance of our Net Promoter Score and Effortless survey programs. Seeking customer feedback is core to our values, and we truly believe the process of seeking insights directly from our customers is instrumental to our success. The ideal candidate will lead a team to drive visibility and actions to close the loop on the feedback from our customers, and directly partner with the sales organization to establish clear deliverables for each gift of feedback. The knowledge gained from our Customer Experience programs is a critical dataset to incorporate in Sales strategy, and the ideal candidate will see the natural partnership between our CX and Sales Analytics team and capitalize on it.

The Senior Manager, Customer Experience & Sales Analytics will leverage the wealth of quantitative data and qualitative intelligence from throughout our organization and translate it into clear, actionable insights. By utilizing data strategy, analysis, and visualization tools, the Sales Analytics team delivers simple, yet robust tools to drive strategy and act as a playbook (with an underlying customer experience theme) across all levels of the sales organization.


Responsibilities

  • Develop and deliver insights to Sales leadership on how to improve account performance & overall customer experience

  • Collaborate with sister organizations (i.e. Customer Intelligence, Data Analytics, Marketing Ops) to conduct in-depth analyses across areas of the business (e.g. customer verticals / regions / product lines) to develop an understanding of key value drivers, identifying improvement areas and opportunities

  • Act as the strategic thought partner to various members of the Sales Leadership team, helping to shape the sales strategy across the various business segments

  • Identify opportunities to increase impact by understanding both customer and internal pain points and leveraging analytic techniques to find innovative solutions

  • Instill a culture of operational and data excellence


Qualifications

  • 5+ years of experience in Business, Sales Operations, Marketing Analytics, Business Intelligence, or Data Science

  • Bachelor’s Degree in Finance, Economics, Analytics, or Data Science, or other quantitative field

  • Experience working with multiple Executive level business stakeholders, this is a highly visible and exciting role 

  • Passion for creating a data driven culture and delivering value

  • Substantial knowledge of Salesforce and underlying CRM Architecture

  • Experience managing/building a high performing team & a passion for mentoring and developing team members

  • Ability to articulately present and debate recommendations at senior leadership level

  • Excellent communication and analytical skills with the ability to distill complex thoughts and strategies into simple, actionable recommendations

  • Ability to navigate ambiguity

  • Ability to partner with stakeholders to define analysis requirements and priorities, develop and execute strategy and balance short- vs long-term deliverables

  • Solid business acumen with an understanding of business drivers and value-creation

  • Experience in managing analytics projects from inception to delivery, including developing structured solutions

  • Exposure to SQL and other programming languages a plus

  • Expert in Microsoft Excel, PowerPoint with proficiency in Microsoft Access

  • Proficient in GSuite and advanced skillset with Google Sheets

Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave

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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

Our Boulder campus is located in the 29th Street Mall 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 secruity 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 stand up
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
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
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.
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.
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.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
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 Holidays
Perks & Discounts
Beer on Tap
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
Acme Co. hosts company outings Quarterly.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
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
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
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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