Customer Success Manager, Senior

About the role

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.

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. We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. Having strengths in project management, time management and risk management are beneficial. If requested, travel may be required. The role also supports revenue retention by proactively identifying renewal and churn risks, maintaining awareness of customer revenue, and partnering cross-functionally on actions that protect and grow the customer relationship.

Responsibilities

• Provide oversight guidance, and support to effectively manage a dedicated team.
• Provide escalation assistance and support as needed.
• Work with manager to develop and implement strategic solutions.
• Attend meetings as required or needed to represent the team.
• Provide support, training, and continuous development through team coaching.
• Assist with monthly team analysis and customer health insights and development.
• Proactively work to prevent service delivery and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions.
• Improve the customer experience by collaborating with stakeholders to streamline processes.
• Assist in project kick-off calls to provide an effortless implementation of customer projects.
• Support increases in billing run rate (BRR), quarter over quarter, where possible, by identifying customer needs and partnering with Sales on appropriate growth opportunities.
• Support renewal readiness by monitoring upcoming renewals, identifying customer or service risks, and partnering with Sales and internal teams to help drive timely renewal activity.
• Identify and communicate churn risk early, including concerns related to customer sentiment, service performance, delivery, billing, or competitive pressure, and support mitigation plans with the appropriate teams.
• Maintain awareness of assigned customer revenue and account health to help prioritize retention, renewal, and growth activities.
• Help in identifying risks and have the ability to communicate appropriate expectations to the customer.
• Intuitively build strong relationships with a variety of cross-functional contacts and teams within your assigned customer base.
• Audit and maintain assigned customer contact records in Salesforce.
• Maintain accurate customer health, renewal status, churn risk, and relevant revenue-related information in Salesforce to support account planning and visibility.
• Expert-level presenter of customer performance data via both formal operational reviews and informal reports.
• Participate with management to identify opportunities to enhance processes facilitating an improved customer experience.
• Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure lower