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.
At Zayo, we provide mission critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. We foster a purposeful, engaging and fulfilling work environment that enables our employees to thrive and reach their full potential. Our diverse culture promotes excellence, equality, inclusion, thought leadership, and innovation, enabling the delivery of an experience for our customers that exceeds their expectations.
Customer Success Organization
The Customer Success organization provides our customers with a world class, industry leading lifecycle experience, designed and aligned to deliver on their needs and exceed expectations. The team ensures our customers realize their desired outcomes and full potential, with minimal effort on their part.
Strategic Customer Success Manager
Our Strategic Customer Success Managers (CSMs) serve as the customer advocate and provide end-to-end lifecycle support. As part of a dedicated ecosystem team, they take ownership of lifecycle management and engagement for a select group of strategic customers who have an elevated expectation of their experience.
CSMs excel at delivering a world class experience through a highly engaging, empathetic, and partnership approach with our customers. CSMs anticipate customers needs and are driven by delivering outcomes our customers value.
They serve as the conduit for any potential customer request or issue by providing customers with a highly responsive experience and are passionate about identifying, addressing and resolving any lifecycle opportunity in a timely and efficient manner.
CSMs enable company growth by creating an experience our customers rely on and view as effortless on their part.
They excel at proactively managing and engaging with our customers, and through a maniacal customer focused mindset, resolve inquiries to questions, address technical and non-technical issues, and overcome any issues or hurdles in an efficient and timely manner.
Zayo is on a relentless pursuit of world class customer excellence, and our CSMs are a driving force to enable this.
Builds and manages effective relationships with our most strategic customers and business partner teams (individual contributor to executive leadership)
Analyzes lifecycle data and translates insights into recommendations in a clear and unambiguous manner for customers and business partner teams. Identifies root causes, defines and activates solutions, and deploys cross-functional support, where necessary, to resolve
Manages complex projects and programs, evaluates any risk to key milestones, and proactively addresses to mitigate any impact to key delivery milestones and the customer experience
Effective prioritization, proactive escalation (where necessary), and communication for all requests with a goal of resolving any issues in an expedient and effortless manner for our customers
Coordinates and facilitates project-based meetings. Develops and distributes timely meeting minutes, to include key takeaways and action items, verifies they are incorporated into any program schedules, and ensures deliverables are met on time.
Audits strategic customers to ensure embedded base and contracts are correct
Responsive, knowledgeable, efficient, and professional approach to supporting customers that engage Customer Success via our Tranzact portal, IVR, or email for any post-sale lifecycle request
Onboards and trains customers to unleash the full potential of our Tranzact self-service platform
Maintains an industry-wide perspective on best-in-class customer experience
Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience
Possesses excellent verbal, written, and communication skills and has the ability to share the customer story through compelling and engaging methods
Highly collaborative and respectful approach when working with our stakeholder teams
Demonstrates extreme ownership toward issue resolution
Demonstrates extreme ownership of customer and internal engagement
Highly proactive in every facet of the role
Ability to prioritize and organize effectively, working from a strategic plan
Ability to work with minimal supervision
Ability to understand process, identify improvements, and implement change
Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
Deadline-driven with effective prioritization and organization skills that can work under time constraints
Five or more years of experience working with customer relationship management (CRM) databases
Five or more years of telecommunications industry experience
Demonstrates an understanding of various technical architectures and operating systems
Demonstrates an understanding of renewal service concepts / process
Detail-oriented, accurate and possess excellent follow-up skills
Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers
Ability to work in a fast-paced environment
Valid driver’s license and prepared to travel up to 25%
Base salary range: $65,600-$87,500
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.