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, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is looking for a highly effective business and technology leader to become the Senior Vice President of Global Customer Success. The SVP of Global Customer Success will transform a legacy Customer Service organization into a Customer Success team, responsible for the full customer lifecycle from pre-sale through renewal. The successful candidate will be responsible for building an organization to manage all customer relationships, deliver customer outcomes, and grow revenue by building out a renewal and upsell/cross-sell capability. The candidate will also program manage from contract to delivery for customers, including handling all customer-facing communications and escalations.

This position is vital to the loyalty of Zayo’s customer base, as well as the continued development of our customer-focused processes. Additionally, this role is responsible for resolving all customer issues and escalations, working with appropriate internal resources and groups to resolve in a timely fashion, meeting and exceeding customer expectations. With an ever increasing demand for fiber, high-quality bandwidth, and overall enterprise-grade communications infrastructure, this position will help improve consistency in delivering a flawless customer experience that will differentiate us from our competitors.

Responsibilities

• Relentlessly prioritize the transformation of the Customer Success organization.

• Provide thought leadership, set strategy across teams while delegating effectively.

• Program management responsibility for customer deployment aligning with other partners to deliver solutions and get customers up and running.

• Responsible for team outcomes and effectively managing initiatives and priorities.

• Responsible for the relationships our clients have with our products and services.

• Care for all post sale services, product adoption, customer training, professional services, and manage our installation vendor network. 

• Successfully lead the customer lifecycle, including overall client health, proactive and predictive client support, contract renewals, customer retention, up-sell and expansion opportunities to deliver on net revenue retention, and general account services.

• Ensures teams have clear expectations in role and performance metrics that are shared down to the individual contributor.

• Creating and maintaining scorecards, force to load models and career pathing for how to measure success across teams and individuals and align with the mission of the team.

• Cross-Functional collaboration to ensure SOX compliance, adherence to DOA and ability to assist in reserve and analyze business impact.

Qualifications

• A track record of building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale.

• Deep understanding and experience in customer service and success.

• Organizational and strategic management skills, including business, roadmap and resource planning.

• Strong program management skills.

• Strong analytical and problem-solving skills.

• Ability to manage resources across multiple geographies.

• Advanced communication skills catered to a wide variety of audiences. 

• Extensive business acumen, technical knowledge, and industry experience encompassing one or more engineering, technology, and product domains.

• High performing results-oriented Project Management skills.

• Advanced relationship management skills, including partnering and consulting with senior management and executive roles for internal and external partners.

• Good understanding of the company's purpose, policies, philosophy, and processes.

• Deep understanding of Connectivity, Colocation and Cloud products from Quote to Cash

• Proficient in interpreting business and technical requirements and making decisions that are optimal.

• CO Pay Range $240,000.00-270,000.000

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Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

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.