Customer Success Manager, Senior

Zayo provides mission-critical bandwidth and communications infrastructure solutions, including dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. The Senior Customer Success Manager oversees customer implementation projects, service improvement plans, operational reviews, communications, and cross-functional efforts to improve customer experience, retain revenue, and support growth.

Responsibilities:

• Provide oversight guidance, and support to effectively manage a dedicated team
• Provide escalation assistance and support as needed
• Work with manager to develop and implement strategic solutions
• Attend meetings as required or needed to represent the team
• Provide support, training, and continuous development through team coaching
• Assist with monthly team analysis and customer health insights and development
• Proactively work to prevent, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions
• Improve the customer experience by collaborating with stakeholders to streamline processes
• Assist in project kick-off calls to provide an effortless implementation of customer projects
• Support increases in billing run rate (BRR), quarter over quarter, where possible, by identifying customer needs and partnering with Sales on appropriate growth opportunities
• Support renewal readiness by monitoring upcoming renewals, identifying customer or service risks, and partnering with Sales and internal teams to help drive timely renewal activity
• Identify and communicate churn risk early, including concerns related to customer sentiment, service performance, delivery, billing, or competitive pressure, and support mitigation plans with the appropriate teams
• Maintain awareness of assigned customer revenue and account health to help prioritize retention, renewal, and growth activities
• Help in, identifying risks and have the ability to communicate appropriate expectations to the customer
• Intuitively build strong relationships with a variety of cross-functional contacts and teams within your assigned customer base
• Audit and maintain assigned customer contact records in Salesforce
• Maintain accurate customer health, renewal status, churn risk, and relevant revenue-related information in Salesforce to support account planning and visibility
• Expert-level presenter of customer performance data via both formal operational reviews and informal reports
• Participate with management to identify opportunities to enhance processes facilitating an improved customer experience
• Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure lower fault frequency, resulting in increased customer satisfaction

Requirements:

• • Bachelor's degree (B.A.) from four-year College or University, plus minimum 5 years customer service experience and/or training; or equivalent combination of education and experience
• • High level of familiarity with MS Excel/PowerPoint/Word
• • 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
• • Good understanding of Zayo Products and Services
• • Passion for customer service and delivering an effortless user experience
• • Strong Time Management Skills
• • Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to Management.  Have the ability to be concise in communication
• • Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure
• • Streamline processes to increase efficiency and productivity with the team
• • Develop training and process (Knowledge Articles / Website)
• • Expert-level familiarity with MS & Google software (sheets/slides/docs)
• • High level of salesforce.com knowledge, including creating reports and dashboards
• • High familiarity with Zayo billing processes & invoices
• • Basic understanding of customer renewals, retention, churn risk, and revenue drivers within an assigned account base