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Customer Success Specialist
2 weeks ago
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.
Customer Success Organization
The Customer Success organization provides our customers with a post-sales lifecycle service experience that is precisely aligned to deliver on their needs. The team ensures our customers realize their desired outcomes with mínimal effort on their part.
Customer Success Manager Specialist
Our Customer Success Manager Specialists provide our customers with a highly responsive service experience. They are passionate about addressing and resolving customer requests in a timely and efficient manner. They enable company growth by creating a service experience that our customers rely on and view as effortless on their part. They excel at responding to questions, addressing non-technical issues, and overcoming any issues in an efficient and timely manner. The CSM Specialist will manage ~100 customers within an assigned Enterprise and assist in backing up our Named CSM team.
Key Responsibilities-
- Effective prioritization, proactive escalation, and communication for all requests with a goal of resolving issues in an expedient and effortless manner for our customers- Managing accounts that do not have assigned CSM support to provide the same level of seamless experiences and proactiveness.- Onboards and trains customers to unleash the full potential of our Tranzact self-service platform- Highly collaborative and respectful approach when working with our stakeholder teams- Coordinates and facilitates project-based meetings. Develops and distributes timely meeting minutes, to include key takeaways and action items, verifies they are incorporated into any program schedules, and ensures deliverables are met on time.- Exhibits extreme ownership toward issue resolution
**Qualifications**:
- Associate degree in related field or equivalent combination of training, education and experience-
- One year of experience working with customer relationship management (CRM) databases- One year of experience with billing and data entry systems- One year of telecommunications industry experience ideally in a call center or customer service center environment- Deadline-driven with effective prioritization and organization skills that can work under time constraints- Detail-oriented, accurate and possess excellent follow-up skills- Excellent written and spoken English communication skills- Desire to understand process, identify improvements and implement change- Ability to work in a fast-paced environment
Rewards
- Competitive compensation
- Excellent benefits including health and life insurance
- Fitness membership discounts
- Generous paid time off policy including paid parental leave
