Customer Success Manager III

| Greater Boulder Area

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description:

A Zayo Customer Success Manager (CSM) is passionate about our customers; fostering relationships internally and creating effortless experiences externally. CSMs will own a customers lifecycle within Zayo; successful implementation experiences, contractual adherence, complex issue resolution, billing and problem analysis; acting as a “go to” point of contact on a number of strategic accounts. CSMs conduct operational and service management business reviews and develop 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.

 

Responsibilities:

  • Identifies, investigates and resolves customer questions, disputes, and escalations in a manner

that is effortless for the customer

  • Thought leader/owner in correcting process/development gaps to improve customer experience

  • Reports customer performance metrics both internally and externally on a proactive and on

demand basis

  • Works cross functionally across Zayo teams and through various levels; able to communicate

effectively with different levels of leadership

  • Develops a strong partnership and ecosystem with dedicated account teams and customers

  • Conduct Operational Reviews each quarter and ad hoc; which includes network reliability, service

delivery, billing and other relevant topics tailored to the customers’ requirements or contract.

  • Formulate and execute growth and engagement strategies to avoid preventable issues and

increase spend

  • Service delivery management, oversight of in progress installations and management of risks,

escalated orders and communication as needed

  • Partnership with the NCC in addressing customer escalations and chronic issues regarding

network reliability; proactively monitor and communicate to ensure appropriate follow through

  • Utilize tools to manage and drive escalations through resolution 

  • Create and manage requirements for custom reporting, both internally and externally

  • Manage multiple customers as the point of contact for Service and Advocacy within Zayo

  • Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions

  • Work with stakeholders to identify win-win solutions to complex customer issues

  • Create consistent partnerships with Account Receivable peers to prevent disputes, aging balances and drive collection successes

  • Appropriate management of contractual requirements to ensure contract adherence by both Zayo and customer

  • Quarterly audit and ongoing maintenance of assigned customer contact data

  • Ensure clean processing of orders through billing and payment via a regular cadence of auditing account creation and order entry

  • Expert-level presenter of customer performance data via both formal operational reviews and informal reports

  • Works with management team to develop training and mentoring programs for new and existing team members

Qualifications:

  • 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.

  • High level of familiarity with MS Excel/PowerPoint/Word

  • Experience solving problems via various methods of communication 

  • Ablility to demonstrate time and risk management

  • Ability to travel if required

  • 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

  • Professional and personable communication

  • Desire to understand process, identify improvements and implement change

  • Foreign Language fluency a plus but not required; French or Spanish

  • Basic understanding of telecom service delivery processes a strong plus

  • Firm understanding of telecom and various products

  • Experience with salesforce.com a strong plus

  • Highly detail oriented, fast learner, agile and thrives in a fast changing environment.

  • Ability to multi-task and manage competing requests in a professional manner.

  • 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 as well as to Management.

  • 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 process documentation, enjoy sharing and receiving feedback from colleagues

  • Expert level familiarity with MS & Google Suite

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

Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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