Role Overview
The Customer Success Manager, Senior position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. CSMs are responsible for implementation projects, service improvement plans and operational service reviews.
What You Will Do
Provide oversight guidance, and support to effectively manage a dedicated team, work with manager to develop and implement strategic solutions, and assist with monthly team analysis and customer health insights and development.
Why It Might Be a Fit
The role requires project management, time management, and risk management skills, as well as the ability to interface cross-functionally and to management.
Requirements
- Bachelor’s degree (B.A.) from four-year College or University, plus minimum 5 years customer service experience and/or training; or equivalent combination of education and experience.
- High level of familiarity with MS Excel/PowerPoint/Word.
- Highly detail oriented, fast learner, agile and thrives in a fast changing environment.
- Ability to multi-task and manage competing requests in a professional manner.
- Good understanding of Zayo Products and Services.
- Passion for customer service and delivering an effortless user experience.
- Strong Time Management Skills.
- Exceptional written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to Management.
- Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
- Streamline processes to increase efficiency and productivity with the team.
- Expert-level familiarity with MS & Google software (sheets/slides/docs)
- High level of salesforce.com knowledge, including creating reports and dashboards.
- High familiarity with Zayo billing processes & invoices.
- Basic understanding of customer renewals, retention, churn risk, and revenue drivers within an assigned account base.
Benefits
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
To apply for this job please visit zayo.wd1.myworkdayjobs.com.
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