Senior Customer Success Specialist

2 weeks ago

Boulder, Colorado, United States Zayo Group Full time
Company Overview
Zayo is a leading provider of essential bandwidth solutions for some of the most influential companies globally, driving innovations that are reshaping our world. With a vast network spanning 141,000 miles across North America and Europe, Zayo offers extensive metro connectivity to numerous buildings and data centers. Our communication infrastructure services encompass dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access, catering to a diverse clientele including wireless and wireline carriers, media, technology, content, finance, healthcare, and other large enterprises.

Position Overview
The Senior Customer Success Manager plays a pivotal role in delivering a seamless experience for Zayo's diverse customer base, addressing a wide range of needs.

This role involves managing billing inquiries, collections partnerships, implementation projects, service enhancement initiatives, and operational service reviews.

As the primary liaison for assigned clients, the CSM will proactively oversee milestones and maintain clear communication throughout the service delivery process.

The CSM will also serve as the main point of contact for intricate billing analysis and research. Candidates with strong project management, time management, and risk management skills will excel in this position. Occasional travel may be necessary. CSMs will conduct in-person operational reviews and identify opportunities for customization and process optimization.

Key Responsibilities
- Proactively identify and mitigate billing, service delivery, and performance issues by analyzing trends and collaborating with team members to create tailored preventative measures.
- Collaborate with Sales and Product Management teams to devise mutually beneficial solutions for customer challenges.
- Foster partnerships with Accounts Receivable to focus on opportunities for collecting outstanding balances.
- Enhance the customer experience by working with stakeholders to streamline processes.
- Organize and coordinate project initiation calls to ensure a smooth implementation of customer projects.
- Effectively manage contractual volume commitments and ensure adherence to agreements across the customer base.
- Aim to increase the billing run rate (BRR) quarter over quarter where feasible.

Demonstrate the ability to lead implementation projects for assigned clients independently, identifying risks and setting appropriate expectations for the customer.

Build and maintain strong relationships with various cross-functional contacts within your assigned customer base.
- Audit and keep accurate records of assigned customer contacts in Salesforce.
- Present customer performance data at an expert level through both formal operational reviews and informal reports.
- Collaborate with management to create training and mentoring programs for both new and existing team members.
- Work with management to identify opportunities for process enhancements that improve the customer experience.

- Partner with the Network Control Center to address customer concerns regarding network reliability and proactively monitor service to minimize fault frequency, thereby increasing customer satisfaction.

Qualifications
- Bachelor's degree (B.A.) from an accredited institution, with a minimum of 3 years of customer service experience and/or training; or an equivalent combination of education and experience.
- Proficient in MS Excel, PowerPoint, and Word.
- Highly detail-oriented, quick learner, adaptable, and thrives in a dynamic environment.
- Ability to juggle multiple tasks and manage competing requests professionally.
- Tranzact certification is preferred.
- Strong understanding of Zayo's products and services.
- A genuine passion for customer service and delivering an effortless user experience.
- Excellent time management skills.
- Exceptional written and verbal communication skills, with a proven ability to engage cross-functionally and with management. Ability to communicate concisely.
- Demonstrated sense of urgency with the capability to make timely, creative, and sound decisions under pressure.
- Ability to streamline processes to enhance team efficiency and productivity.
- Experience in developing training materials and processes (Knowledge Articles / Website).
- Expert-level proficiency with MS and Google software (sheets/slides/docs).
- Extensive knowledge in creating reports and dashboards.
- Strong familiarity with Zayo's billing processes and invoices.

Compensation and Benefits
- Base pay range: $80,100 - $110,000, commensurate with experience.
- Excellent health, dental, and vision insurance.
- Retirement 401(k) savings plan.
- Discounts on fitness memberships.
- Generous paid time off policy, including paid parental leave.

Zayo is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on 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 applicable laws.

This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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