Lead Customer Engagement Manager

2 weeks ago

Boulder, Colorado, United States Zayo Group Full time
Company Overview

Zayo is a leading provider of essential bandwidth solutions to some of the most influential companies globally, supporting 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 suite of communications infrastructure solutions includes dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access, catering to wireless and wireline carriers, media, technology, content, finance, healthcare, and other large enterprises.


Position Summary

The Senior Customer Success Manager plays a pivotal role in ensuring a seamless experience for Zayo's diverse clientele with various needs. This role encompasses managing billing inquiries, fostering partnerships for collections, overseeing implementation projects, and driving service improvement initiatives.

As the primary liaison for assigned customers, CSMs proactively manage communications and milestones throughout the customer journey.

CSMs are responsible for complex billing analysis and research, requiring strong project management, time management, and risk management skills. Occasional travel may be necessary for in-person operational reviews and to explore opportunities for customization and process enhancement.

Key Responsibilities

- Proactively identify and mitigate billing, service delivery, and performance issues by analyzing trends and collaborating on tailored preventative solutions.
- Collaborate with Sales and Product Management teams to devise mutually beneficial solutions for customer challenges.
- Strengthen partnerships with Accounts Receivable to enhance collection efforts on overdue balances.
- Enhance the customer experience by working with stakeholders to streamline operational processes.
- Organize and facilitate project kick-off meetings to ensure smooth implementation of customer initiatives.
- Manage contractual volume commitments and ensure adherence to agreements across the customer base.
- Aim to increase billing run rate (BRR) on a quarterly basis where feasible.
- Lead implementation projects independently, identifying risks and setting clear expectations for customers.
- Cultivate strong relationships with various cross-functional contacts within the assigned customer base.
- Maintain accurate customer contact records in Salesforce.
- Present customer performance data effectively through formal operational reviews and informal reports.
- Collaborate with management to develop training and mentoring programs for team members.
- Work with management to identify opportunities for process enhancements that improve customer experiences.

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


Qualifications

- Bachelor's degree from an accredited institution, with a minimum of 3 years of customer service experience or equivalent education and experience.
- Proficient in MS Excel, PowerPoint, and Word.
- Detail-oriented, quick learner, and adaptable in a dynamic environment.
- Ability to manage multiple priorities and requests professionally.
- Tranzact certification preferred.
- Strong understanding of Zayo's products and services.
- Passionate about customer service and committed to delivering an exceptional user experience.
- Excellent time management skills.
- Exceptional written and verbal communication skills, with a proven ability to interface cross-functionally and with management.
- Ability to communicate concisely and effectively.
- Strong sense of urgency and capability to make timely, creative, and sound decisions under pressure.
- Focus on streamlining processes to enhance team efficiency and productivity.
- Develop training materials and process documentation.
- Advanced proficiency in MS and Google software (sheets, slides, docs).
- In-depth knowledge of report and dashboard creation.
- Familiarity with Zayo's billing processes and invoices.

Compensation and Benefits

- Base pay range: $80,100 - $110,000, commensurate with experience.
- Comprehensive Health, Dental & 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.

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