Technical Account Manager at Zayo (Greater Boulder Area, CO)

| Greater Boulder Area
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Company Description

Zayo Group provides Communications Infrastructure services, including fiber and bandwidth connectivity, colocation and cloud services to the world’s leading businesses. In addition to high-capacity dark fiber, wavelength, Ethernet and other connectivity solutions, Zayo offers colocation and cloud services in its carrier-neutral data centers. Zayo provides clients with flexible, customized solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth and services.

Position Description

The Technical Account Manager provides a world-class client experience by offering post-sales technical and professional services support anticipating and resolving client issues in a manner that exceeds client expectations. The Technical Account Manager will serve as strategic advisor to clients and provide product functionality, technology, cross process guidance and implementation expertise by delivering a combination of technical consulting and project management skills in order to retain and support revenue growth.

Responsibilities

  • Provide consultative assistance during the sales process for existing clients to meet a defined percentage growth goal for each account helping to develop cost effective, operationally supportable solutions that meet complex client requirements and SLAs.
  • Utilize project management skills to manage solution/event coordination and on-time delivery through all phases of the solution life cycle – coordinating with the client, sales, operations, engineering, and technical support personnel.
  • Collaborate with engineering and technical support personnel as needed to meet client needs, serving as an escalation point both during and outside of regular business hours.
  • Planning for maintenance activities, and maintaining involvement in any change control reviews expected to impact client.
  • Coordinating communication during any events that are service impacting to the client.
  • Maintain deep technical knowledge of multiple technologies within a client’s environment. This may include network, security, multiple operating systems administration, storage management and backup services.
  • Plan, document and identify risks and challenges for both production and non-production changes that span multiple services, technologies and teams.
  • Develop and deliver client presentations that outline environment capacities, support status, configuration details and suggested courses of action. Attend weekly/quarterly client meetings to address technical and support topics. Utilize the meetings with client as an opportunity to create an understanding by the client’s business and operational growth plans, as well as broaden the internal teams view of the client’s needs.
  • Provide clear technical documentation and written procedures to ensure other members of the Technical Support team can assist in monitoring, troubleshooting and making changes to the enterprise client’s environments.
  • Conduct documentation and solution audits to ensure all requirements are in place.
  • Build and maintain relationships with key client’s technical staff members and internal stakeholders from sales, engineering, operations, product management, technical support and management.
  • Provide product oversight and technical consulting to clients to maintain steady growth and health of solution.
  • May require up to 10-20% of travel.
  • Other duties as assigned.

Qualifications

  • Computer Science/Engineering BA degree or equivalent work / industry experience.
  • 5+ years client service/ technical account management experience preferred
  • 2 + years project manager experience preferred in a hosting environment
  • Technology industry certification(s) such as MCITP, CCNA, RHCE, VCP, ITIL, PMP, etc.
  • Strong personal drive for ensuring client success with a proactive focus.
  • Strong background in a dynamic, problem solving, client service environment.
  • Flexibility, integrity and creative analytical problem-solving skills.
  • Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
  • Ability to articulate technical issues in a meaningful way to both team and executive level management.
  • Must be capable of dealing confidently and professionally at the executive level with Clients.
  • Experience must include knowledge of Linux and/or Microsoft commands/utilities, Virtualization, storage administration, firewalls and networking, backup technologies, security and general hosting/networking services.
  • Knowledge of Linux and/or Microsoft Operating Systems including but not limited to Apache or IIS, FTP, telnet, ssh, SMTP, POP, IMAP.
  • Familiarity with most basic system administration tools and processes.
  • Working knowledge of common TCP/IP protocols such as telnet, ssh, ftp, smtp.
  • Ability to troubleshoot complex problems for common TCP/IP protocols such as telnet, SSH, FTP, SMPT
  • Possess strong interpersonal client service and communications skills (written and oral) are required, for both internal and client facing matters.
  • Ability to maturely lead and direct technical staff through crisis and escalated situations.
  • Be adaptable, able and willing to learn new technologies.
  • Working knowledge of project management and strong time management skills are required.
  • A deep understanding of project management, technology, workflow, 3rd party integration and other components in an enterprise environment.

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

Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • 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
Provides up to 16 hours a year to volunteer in the 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
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
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
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
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 $2,850 annually.
Disability Insurance
Short & Long term disability insurance are a free company provided benefit to all full time employees. They cover 60% of annual salary up to $5000/$10000 monthly maximum payout
Dental Benefits
Preventative, minor, and major dental services and treatments are covered under Zayo's plans.
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
Offered at a discounted rate to all Zayo employees
Wellness Programs
We offer incentives for employees to participate in many wellness activities.
Onsite Gym
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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