Contract Specialist, Program Manager
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.
What We’re Looking for:
A Zayo Contract Specialist, PM (CSPM) is focused on adherence, consistency and operational success. You will own a customer’s contract lifecycle within Zayo; reporting on implementation experiences, contractual adherence and deficiencies, billing and network performance; acting as a “go to” support contact on strategic accounts. Contract specialists find value in collaborating with business partners to establish strategies to improve the customer’s interaction with Zayo on a proactive basis. Preventing repeatable and proactively addressing foreseeable issues, our goal is to never allow the same mistake to happen twice. We make it easy to do business with Zayo.
What You’ll Be Doing:
Acting as a thought leader/owner in correcting process/development gaps to improve the customer experience
Reporting customer performance metrics both internally and externally on a proactive and on demand basis
Working cross functionally across Zayo teams and through various levels; able to communicate effectively with different levels of leadership
Formulate and execute growth and engagement strategies to avoid preventable issues and increase spend
Quarterly and Annual audits and ongoing maintenance of assigned customer data
Expert-level presenter of customer performance data via both formal operational reviews and informal reports
Ensures compliance with Contract Requirements
Serves as the primary point of contact to ensure Zayo is compliant with all terms and conditions, including technical solutions
Performs administrative functions, reporting, and Contract management functions
Responds to the customers verbal requests and/or directions regarding Contract and program oversight issues
Responds through written communication within set standard SLA
Act as a point of escalation for all Contract oversight issues
Attend regular cadence and ad hoc meetings in order to address contract compliance issues
Collaborate with Sales to ensure we are providing services as contracted
Ensures the customer is provided with written notice of regulatory changes that may impact the provisioning of services and/or the administration of the contract
Knowledgeable on Zayo products/services and terms and conditions
Ensures contract amendments receive required approvals
Ensures the submittal and maintenance of all contract documents in the customers contractual process and format
Notifies the customer of performance deficiency occurrences
Executes the contracting processes
Develops appropriate contracts when required
Complies with Procurement Policies and Standards
Supports continuous improvement efforts to streamline contract management processes
Supports the development and continuous improvement of standard templates
Strives to achieve contract management excellence including planning, negotiation and execution
Complies with policies and procedures to minimizes risks and costs
Supports the implementation, adoption, and compliance of Contracting Standards & Procedures.
Drives continuous improvement efforts as it relates to contracting processes
Other duties and responsibilities as assigned
You’re A Great Fit If You Have:
Contract Management Experience
Passion for details
Experience solving problems via various methods of communication
Ability to demonstrate time and risk management
Ability to travel
Highly detail oriented, fast learner, ability to adapt and thrive in a fast changing environment
Ability to multi-task and manage competing requests in a professional manner
Desire to understand process, identify improvements and implement change
Foreign Language fluency a plus but not required; French or Spanish
Basic understanding of telecom processes a strong plus
Firm understanding of telecom and various products
Experience with salesforce.com a strong plus
Passion for customer service and delivering an effortless user experience.
Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally
Leadership skills, willing to drive a team approach to problem solving common hurdles
A sense of urgency with the ability to make timely, creative, professional and sound decisions under pressure.
Experience developing training and processes; joy in sharing and receiving feedback from colleagues
Expert level familiarity with MS & Google Suite
Education and/or Experience:
Bachelor's degree (B.A.) from four-year College or University, plus minimum 3 years customer service experience and/or training; or equivalent combination of education and experience.
Experience with sourcing, negotiations, and contracting
High level of familiarity with MS Excel/PowerPoint/Word
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