Technical Account 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, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Position Description
This position is responsible for ensuring an effortless experience for Zayo’s highest-priority customers, and driving implementation, service management and network management improvements impacting the customer and their overall experience. This position is key to the continued loyalty and partnership of Zayo’s largest customers, driving development and customization of the Zayo experience.
Responsibilities
Lead in identifying, investigating and resolving customer questions, issues, network events and escalations in a manner that is effortless for the customer
Understand and identify service performance specific concerns internally and with customers, able to make recommendation on how to improve
Create, maintain and customize customer status reports related to Implementation projects, Customer Health and other Zayo performance metrics
Client management execution plan with construction and engineering teams
Work with stakeholders to understand complex problems and focus on bringing issues to resolution, escalating as necessary to meet timelines
Manage Internal and Customer Facing Kick Off Calls related to incoming implementation projects
Manage essential risk mitigation activities including tracking and follow-up on risks, issues, and contingency planning
Able to review implementation orders at order entry and identify possible gaps in technical requirements, for example; handoffs, demarcs, equipment timelines, optic requirements, diversity, etc. to resolve prior to downstream handoff and activation.
Large Project Support – Escalation support and driver for teams responsible for delivering on project milestones
Customer Network Audit Support – Drive network audits for strategic customers, as needed, to ensure diversity and network stability are being provided per contract
Able to translate internal technical updates and create appropriate customer facing communication
Manage and deliver customer facing close our packages detailing entire network and handoffs
Qualifications
Ability to answer phone calls and emails in a professional manner, to address internal and external customer needs
Efficient with computers and willing and able to learn new software
Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally as well as with various levels of management.
Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
Ability to multi-task and manage competing requests in a professional manner.
Expert level of familiarity with MS Excel/PowerPoint/Word.
Mastery of project management concepts.
High level of experience with salesforce.com.
Background in Service Delivery, OSP or Network a plus.
EDUCATION AND/OR EXPERIENCE
Bachelor's degree (B.A.) from four-year College or University
10+ year’s project or program management experience, engineering and design experience
Rewards
Competitive compensation
Base Salary: $100,000 in CO
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave