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Customer Success Manager - Boulder, United States - Zayo Group
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.
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 resolveManage 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
Ability to travel up to 25%
Base pay range:
$75,000 - $90,000
, commensurate with experience
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.
About UsAre You Ready to Think Big?
At Zayo, we're ambitious and authentic.
Teamwork is how we get things done, whether it's our focus on exceeding customer expectations or celebrating and growing our unique and dynamic culture.
Our employees are driven and committed, with many options to connect and engage in our inclusive environment.Welcome
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 or disability.
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