Senior Manager, Customer Retention

Zayo Group is hiring a Senior Manager over Customer Retention to lead and develop Customer Account Managers. The role focuses on customer outcomes, revenue growth and preservation, renewal negotiations, team performance, and cross-functional collaboration.

Responsibilities:

• Manages recurring revenue and net revenue retention, oversees renewal negotiations and partners with sales to identify opportunities
• Nurture talent to maximize team performance and CAM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing while minimizing employee regrettable churn
• Establishes and delivers on objectives and supporting KPIs that are aligned with Customer Retention, revenue retention, Sales and across Zayo
• Has accountability for the performance and results of a team within own discipline or function
• Adapts departmental plans and priorities to address resource and operational challenges
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior management
• Leads with authenticity, passion, and an employee and customer focused mindset
• Present performance insights, strategy updates, and quarterly results clearly to stakeholders and customers
• Builds and manages deep, meaningful, and effective relationships with customer segment and business partner teams (individual contributors to executive leadership) to ensure rapid effective responses to customer needs
• Effectively communicates, highly organized, and a dependable member of Customer Retention leadership team
• Lead key client meetings and take ultimate accountability for functional escalations

Requirements:

• Bachelor's / Master's degree in related field, or equivalent combination of training, education and experience
• Five or more years of experience working in a leadership role
• Seven or more years of telecommunications industry experience
• Demonstrates excellent communications skills: written, verbal, and listening
• Proven ability to recruit and attract new talent
• Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals
• Ability to foster a cooperative work environment
• Ability to adjust and adopt to changing priorities, goals, procedures and essential duties
• Strong presentation, organizational, administrative, and time management skills
• Strong analytical/quantitative skills and possess excellent follow-up skills
• Excellent negotiation skills with proven ability to close business
• Highly collaborative and respectful approach when working with our stakeholder teams
• Demonstrates extreme ownership
• Ability to understand process, identify improvements, and implement change
• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
• Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers