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    Customer Success Manager - Chicago, United States - Zayo Group

    Zayo Group
    Zayo Group Chicago, United States

    4 weeks ago

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    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 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.

    Customer Success Organization


    The Customer Success organization provides our customers with a world class, industry leading lifecycle experience, designed and aligned to deliver on their needs and exceed expectations.

    The team ensures our customers realize their desired outcomes and full potential, with minimal effort on their part.


    As a Customer Success Manager, you will partner with your customers to become their trusted advisor throughout the lifecycle journey encompassing support from the buy to renewal stages.

    Utilizing our Customer Health Indicators, you will manage, renew, retain and grow your customer base in a proactive manner.

    Key Responsibilities


    Analyze lifecycle data and translate insights into recommendations in a clear and unambiguous manner for customers and business partner teams.

    Identify root causes, define and activate solutions, and deploy cross-functional support, where necessary, to resolve
    Manage customer goals, meet and exceed expectations by conducting business reviews either monthly or quarterly.
    Accelerate customers through Lifecycle Journey mapping out a detailed account plan for support
    Customer onboarding and training our customers to utilize the full potential of our Tranzact self-service platform
    Manage Revenue Risk Assessment Dashboards and plays
    Identify growth and lead opportunities helping sales drive pipeline
    Renewal and upselling
    Responsive, knowledgeable, efficient, and professional approach to supporting customers that engage Customer Success via our Tranzact portal, IVR, or email for any post-sale lifecycle request
    Maintain an industry-wide perspective on best-in-class customer experience

    Qualifications

    Associate or Bachelor's degree in related field, or equivalent combination of training, education and experience
    Minimum of five (5) years experience in the Telecom industry
    Minimum of five (5) years experience in a customer success oriented role
    Possesses excellent verbal, written, and communication skills and has the ability to share the customer story through compelling and engaging methods
    Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
    Demonstrates an understanding of various technical architectures and operating systems
    Detail-oriented, accurate and possess excellent follow-up skills
    Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers
    Ability to travel up to 25%


    Base pay range:
    $75,000 - $90,000

    , 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


    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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