Enterprise Customer Success Manager 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, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
The Customer Success Manager I (CSM) position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements, they are to maintain and strengthen customer trust, retention and growth. Our customers are our heroes and we strive to ensure we are providing the most effortless service possible. CSMs are responsible for billing reports and inquiries, collections partnerships, implementation projects, service improvement plans and operational service reviews. We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. CSMs will act as the single point of contact for complex billing analysis and research. Having strengths in project management, time management and risk management will only benefit candidates. If requested, travel may be required. CSMs conduct in-person operational reviews and help create opportunities for customization and process improvement.
Identifies, investigates and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer
Drives billing issues and collections for dedicated accounts to resolution
Determines opportunities to improve customer experience
Organize and coordinate all internal teams for the timely and effortless resolution of customer projects and facilitate project kick-off calls.
Reports customer performance metrics both internally and externally
Works cross-functionally across all Zayo teams in delivering items for customers, includes driving credit request approvals
Develops a strong business relationship with all customers supported
Conduct face-to-face Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements. Travel may be required.
Investigates, resolves, and attempts to prevent further occurrence of customer issues.
Leads implementation projects for customers, overlaying internal service delivery teams to ensure an effortless delivery experience.
Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.
Manage customer issues to resolution while keeping management aware.
Produce and manage various service reports requested by customer
Bachelor's degree (B.A.) from four-year College or University, plus at least one year customer service experience and/or training; or equivalent combination of education and experience.
High level of familiarity with MS Excel/PowerPoint/Word
Ability to answer phone calls to address customer needs
Efficient with computers
Highly detail-oriented, fast learner, ability to adapt and thrive in an fast-changing environment.
Ability to multi-task and manage competing requests in a professional manner.
Clear and concise written communication
Passion for customer service and delivering an effortless user experience.
Desire to understand process, identify improvements and implement change.
Foreign Language fluency a plus; French or Spanish
Basic understanding of telecom service delivery processes a strong plus, not required.
Low to Medium understanding of telecom a plus
Experience with salesforce.com a strong plus, not required.
Experience with telecom billing a plus, not required.
Excellent problem solving, organizational and follow-up skills.
Base salary range: $57,689-$62,982
Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time