Customer Success Manager

6 months ago

Mississauga, Canada Zayo Group Full time

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.

A Zayo Customer Success Manager (CSM) is passionate about our customers; fostering relationships internally and creating effortless experiences. CSMs will own complex issue resolution, billing and problem analysis and act as the point of contact for a subset of accounts. CSMs conduct operational and service management business reviews and develop strategies to improve the customer’s interaction with Zayo. We make it easy to do business with Zayo.

**Responsibilities**:
- Identifies, investigates and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer- Identifies and manages process/development gaps to improve customer experience- Supports a group of named accounts and also engages in pooled support as dictated by business needs- Reports customer performance metrics both internally and externally- Works cross functionally across Zayo teams and through various levels- Developing a strong partnership and ecosystem with account teams and customers- Conducting Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.- Service delivery management, on demand- Partnering with the NCC in addressing customer escalations regarding network reliability and proactively monitor for follow through- Quarterly auditing and ongoing maintenance of assigned customer contact data- Work with stakeholders to identify win-win solutions to complex customer issues- Utilizing escalation resources and driving visibility through management chain- Creating and managing requirements for custom reporting, both internally and externally- Managing multiple customers as a Point of Contact for incoming/on demand requests, service reviews and escalations- Solving new and unique problems everyday- Enabling Account Teams to focus on selling- Cultivating a team environment; the teams success is everyone’s success- Other duties and responsibilities as assigned

Qualifications:
- Experience solving problems via various methods of communication- Able to demonstrate time and risk management- Travel may be required occasionally- 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- Professional and personable communication- Highly detail oriented, fast learner, agile and thrives in a fast changing environment- Passion for customer service and delivering an effortless user experience.- Exceptional written and verbal communication and presentation skills with proven ability to interface cross functionally- Desire to move into a dedicated role, career progression planning- Possess a sense of urgency with the ability to make timely, creative, professional and sound decisions under pressure- Desire to understand process, identify improvements and implement change- Thrive on and enjoy sharing and receiving feedback from colleagues- Language fluency English and French is required- Basic understanding of telecom service delivery processes a strong plus, not required- Basic understanding of telecom a plus-
- Excellent problem solving, organizational and follow-up skills- Working level of familiarity with MS Excel/PowerPoint/Word/Google Suite

Education and/or Experience- Bachelor's degree (B.A.) from four-year College or University, plus at least one year customer service experience and/or training; or equivalent combination of education and experience.

Base pay range: $57,500 - $84,260 CAD, commensurate with experience

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