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Enterprise Customer Success Manager
2 months ago
Zayo Group is seeking a highly skilled Enterprise Customer Success Manager to join our team. As a key member of our Government Vertical, you will be responsible for partnering with our customers to deliver exceptional service and support throughout the entire customer lifecycle.
Key Responsibilities- Customer Health Indicators: Analyze lifecycle data to identify opportunities for growth and improvement, and develop recommendations to enhance customer satisfaction and retention.
- Customer Success Planning: Collaborate with customers to develop and implement customized account plans that meet their unique needs and goals.
- Onboarding and Training: Provide comprehensive training and support to ensure customers are able to utilize our Tranzact self-service platform to its full potential.
- Revenue Risk Assessment: Manage and mitigate revenue risk through proactive identification and resolution of potential issues.
- Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell our services to existing customers, driving revenue growth and expansion.
- Customer Communication: Develop and maintain strong relationships with customers through regular communication, ensuring their needs are met and exceeded.
- Industry Perspective: Stay up-to-date on industry trends and best practices, applying this knowledge to continuously improve our customer experience.
- 5+ years of experience in the telecommunications industry, with a focus on customer success.
- Proven track record of success in a similar role, with a strong understanding of customer needs and expectations.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Ability to analyze complex data and develop actionable recommendations.
- Strong problem-solving skills, with the ability to think critically and creatively.
- Proficient in Microsoft Office and Google products, with experience in customer relationship management software.
- Associate or Bachelor's degree in a related field, or equivalent combination of training and experience.
