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Zayo Group LLC

Newark, NJ

Dedicated Customer Success Manager I

Location125 Rickey Blvd, Newark, New Jersey 07104
Employment TypeContractor
Date Posted2022-08-07
Direct Apply
Yes
Valid Through2023-05-25

Job Description:

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.

Who We Are:
Zayo Group provides Communications Infrastructure services, including fiber and bandwidth connectivity, colocation and cloud services to the world's leading businesses. In addition to high-capacity dark fiber, wavelength, Ethernet and other connectivity solutions, Zayo offers colocation and cloud services in its carrier-neutral data centers. Zayo provides clients with flexible, customized solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth and services.

What We're Looking for:
A Zayo Customer Success Manager (CSM) is passionate about our customers; fostering relationships internally and creating effortless experiences externally. CSMs will own a customers lifecycle within Zayo; successful implementation experiences, contractual adherence, complex issue resolution, billing and problem analysis; acting as a "go to" point of contact on a number of strategic accounts. CSMs conduct operational and service management business reviews and develop strategies to improve the customer's interaction with Zayo on a proactive basis. Preventing repeatable and proactively addressing foreseeable issues, our goal is to never allow the same mistake to happen twice. We make it easy to do business with Zayo.

What You'll Be Doing:

Identifies, investigates and resolves customer questions, disputes, and escalations in a manner
that is effortless for the customer

Thought leader/owner in correcting process/development gaps to improve customer experience

Reports customer performance metrics both internally and externally on a proactive and on
demand basis

Works cross functionally across Zayo teams and through various levels; able to communicate
effectively with different levels of leadership

Develops a strong partnership and ecosystem with dedicated account teams and customers

Conduct Operational Reviews each quarter and ad hoc; which includes network reliability, service
delivery, billing and other relevant topics tailored to the customers' requirements or contract.

Formulate and execute growth and engagement strategies to avoid preventable issues and
increase spend

Service delivery management, oversight of in progress installations and management of risks,
escalated orders and communication as needed

Partnering with the NCC in addressing customer escalations and chronic issues regarding
network reliability; proactively monitor and communicate to ensure appropriate follow through

Utilize tools to manage and drive escalations through resolution

Creating and managing requirements for custom reporting, both internally and externally

Managing multiple customers as the point of contact for Service and Advocacy within Zayo

Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with teams to develop custom preventative solutions

Working with stakeholders to identify win-win solutions to complex customer issues

Creating partnerships with Account Receivable peers to prevent disputes, aging balances and drive collection successes

Appropriate management of contractual requirements to ensure contract adherence by both Zayo and customer

Quarterly audit and ongoing maintenance of assigned customer contact data

Ensure clean processing of orders through billing and payment via a regular cadence of auditing account creation and order entry

Expert-level presenter of customer performance data via both formal operational reviews and informal reports

Works with management team to develop training and mentoring programs for new and existing team members

Uses Analytic Tools to manage customer lifecycle, prevent downstream events

Other duties and responsibilities as assigned

You're A Great Fit If You Have:

Experience solving problems via various methods of communication

Ability to demonstrate time and risk management

Ability to travel if required

Highly detail oriented, fast learner, ability to adapt and thrive in a fast changing environment

Ability to multi-task and manage competing requests in a professional manner

Desire to understand process, identify improvements and implement change

Foreign Language fluency a plus but not required; French or Spanish

Basic understanding of telecom service delivery processes a strong plus

Firm understanding of telecom and various products

Experience with salesforce.com a strong plus

Passion for customer service and delivering an effortless user experience.

Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally

Leadership skills, willing to drive a team approach to problem solving common hurdles

A sense of urgency with the ability to make timely, creative, professional and sound decisions under pressure.

Experience developing training and processes; joy in sharing and receiving feedback from colleagues

Expert level familiarity with MS & Google Suite

Telecom Background

Education and/or Experience

Bachelor's degree (B.A.) from four-year College or University, plus minimum 3 years customer service experience and/or training; or equivalent combination of education and experience.

High level of familiarity with MS Excel/PowerPoint/Word

Rewards

Competitive compensation

Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

Fitness membership discounts

Generous paid time off policy including paid parental leave

Base pay range: $65,600 - $91,875/commensurate with experience

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

Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.

Zayo is an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. EEO IS THE LAW Zayo invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request by emailing our People Ops team.

Job ID: 4854228501606608879

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