Sr. Manager, Customer Experience & Sales Analytics at Zayo
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.
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.
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
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
- 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