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Customer Success Specialist
2 months ago
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Zayo is seeking a Customer Success Specialist to join our Customer Success team As a Customer Success Specialist, you will be responsible for a set of customers and will be accountable for driving and overseeing customer satisfaction, engagement, renewal, and growth. You will engage with our customers to understand their workflow, pain points, and how they can drive business value while leveraging the services offered by Zayo. We are an exceedingly collaborative team with a focus on results and client-centricity. This position will put you at the forefront of the fast-growing Telecommunications and IT Networking industries and give you the opportunity to work with dynamic SMB accounts across many verticals. Our team members exhibit strong customer-facing skills, have an entrepreneurial spirit, remain calm under pressure, and thrive on driving results with our customers.
The market for this role will be in the Mountain/Pacific Time Zones and open to remote candidates.
Responsibilities:
Support inbound requests in a professional and timely manner
Ensure customers are leveraging the services offered by Zayo to deliver business value
Assess risk in renewing existing contracts
Lead efforts to turn around at-risk accounts
Work with Sales to cultivate broader usage of the services offered by Zayo
Manage the customer journey while working closely with our Sales, Finance, Service Delivery, and Global Support teams
Responsible for key customer success metrics, tracking, and reporting
Management and maintenance of CRM systems for assigned accounts
Qualifications:
A Bachelor’s degree is preferred
At least 3+ years' experience in a Customer Care/Success/Support role and/or Account Management role
Prior experience/working knowledge of Telecommunications or IT Networking
Thorough understanding of customer journey lifecycle
Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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