Senior Customer Success Manager

3 days ago

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Zayo Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📡 Telecommunications

🏢 Enterprise

☁️ SaaS

💰 $92.9M Grant on 2023-06

Description

• 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.

Requirements

• 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). • 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