Zayo Group · 1 week ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
5+ years exp
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Responsibilities
Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions.
Responsible for the success and performance of Customer Success Verticals.
Acts as Single Point of Contact/Escalation Point for a specific Vertical and set of Customers/Accounts.
Coaching Teammates and peers on how to develop strategies for providing an Effortless Experience.
Review and first level approval of billing disputes.
Serve as a point of contact for internal and external escalations.
Work with Sales and Product Management teams to identify win-win solutions to customer issues and lead by example in creating relationships with other Leads within the company.
Drive partnership with AR to focus on opportunities to collect on aging balances.
Improve the customer experience by collaborating with stakeholders to streamline processes.
Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects, and communicate appropriate expectations to the customer.
Appropriate understanding of contractual volume commitments and take or pays across customer base to ensure contract adherence.
Drive increase in billing run rate (BRR), quarter over quarter.
Intuitively build strong relationships with a variety of cross-functional contacts.
Audit and maintain customer contact records in Salesforce.
Expert-level presenter of customer performance data via both formal operational reviews and informal reports.
Works with management and peers to develop training and mentoring programs for new and existing team members.
Lead team in facilitating management review for opportunities to enhance processes.
Partner with the NCC /Strategic Program Managers and or Operations Managers in addressing customer concerns regarding network reliability resulting in increased customers satisfaction.
Help create and sustain an environment of transparency, inclusion and collaboration within their Customer Success Vertical.
Owning Outcomes for Customer Base and Customer Success Team, driving a culture where individual contributors are held accountable for performance and are incentivized to embrace colleagues and be entrepreneurial.
Qualification
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Required
Bachelor's degree (B.A.) from four-year College or University, plus minimum of five (5) years customer service experience and/or training; or equivalent combination of education and experience.
Desire to mentor and coach team members on a regular basis.
Professional communication skills.
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.
Strong time management skills.
Exceptional written and verbal communication and presentation skills. Have the ability to be concise in communication.
Proven ability to interface cross functionally and vertically.
Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
Ability to learn and master new systems and understand how systems work.
Experience in developing training and processes (Knowledge Articles / Website / SF Development).
Expert level familiarity with MS & Google software (sheets/slides/docs).
Preferred
In depth understanding of Zayo products and services; Tranzact certification a plus.
High familiarity with Zayo billing processes & invoices a plus.
High level of salesforce.com knowledge, including creating reports and dashboards a plus.
Benefits
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Company
Zayo Group
For over 15 years, Zayo has been the driving force behind the world's most dynamic and forward-thinking enterprises, helping them pave the way to what's next.
1001-5000 employees
H1B Sponsorship
Zayo Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (9)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Laura Littman
Chief of Staff to the CEO
Steve Smith
CEO
Recent News
Morningstar
2024-04-19
Company data provided by crunchbase
