Zayo Group, 18th Street, Denver, CO, USA
The Service Delivery Coordinator is the primary liaison between the company’s internal field, engineering teams and an end customer for a particular service installation. The position involves heavy levels of internal and customer-facing communication. The primary objectives are providing excellent customer service and working with internal and external stakeholders to ensure on-time delivery in accordance with customer and company expectations.
Drive local market operation PMs for the timely delivery of key elements of project implementation including network designs (by Fiber/Optical/IP Engineering), equipment, building authorizations, internal financial transactions, and third-party leases.
Set departmental objectives and report on progress and project milestones.
Handle and resolve customer problems that are escalated for management attention.
Produce various reports for project implementation and customer service management.
Organize and coordinate all internal organizations for the timely and accurate implementation of large, complex projects.
Interface directly with customers to communicate implementation schedule, on-going project status, issues and responses to questions. The communication vehicle will be via face-to-face meetings, email, and/or conference calls at regularly scheduled intervals.
Provide post installation support services, trouble resolution, and new service proposals.
Boulder/Denver, CO, USA
As a Regional Accountant, you will be working closely with the Controller and FP&A to ensure financials statements comply with US GAAP. This role will be responsible for managing the Income statements and Balance sheet of product lines in the Enterprise Networks segment. This role reports to the Controller and has high visibility with the product leads and the CFO.
Manage Month End close – Heavy GL, Journal Entry Preparation and Entry, including necessary accruals.
Balance sheet reconciliations and analytics.
Variance analysis, reporting monthly results to management and working with AP/AR function to ensure accuracy.
Partner with FP&A to assess financial operations and make best-practices recommendations to management, suggest ways to reduce costs, increase revenue and maximize profits.
Partner with FP&A for both internal and external reporting.
Support Controller on projects, process improvements, and workflow documentation.
A team player with a positive attitude and ability to work with tight deadlines.
A self-motivator with a focus on continuous process improvement and developing efficient ways to support the business.
Other ad hoc projects as necessary.
Zayo Group, 30th Street, Boulder, CO, USA
The Service Expert provides effortless support to existing and incoming customers of Zayo. Ensure continuing customer satisfaction and retention by partnering with internal departments and existing customers to resolve problems, enhance existing service, coordinate technical support in resolving customer issues and establishing new accounts.
Responsibilities • Core duties and responsibilities include the following, other duties may be assigned. • Represents a knowledgeable, efficient, and professional image of Zayo to our customers by handling business with a respectful and professional demeanor. • Exhibits interest and mid-level understanding of telecommunications; network, hardware, products and services • Exhibits success in effective case management per Zayo SLA and consistently provides customer touch points with the goal of resolving requests within reasonable timeframes. • Enters circuit change and disconnect service orders for existing customers, including gathering all applicable billing and service information and entering into systems. • Receive requests from multiple sources; call center, email, phone, and internal and external stakeholders • Actively answer calls in a call center and effectively works with customers to resolve over the phone wherever possible • Conducts service or operational reviews upon request • Investigates and resolves billing disputes and requests for credit • Ensures customers are proficient in using Tranzact, Zayo’s customer portal, by providing online demonstrations proactively • Minimizes escalations through efficient case management, call handling, active listening and use of effective communication techniques • Ensures timely and accurate response/communication to Management and other internal departments such as Sales, Legal, Service Delivery, Engineering, Billing and Network Control Central • Documents all customer contacts and follow-up work in Salesforce • Strives for each customer to have an Effortless Experience; measured by customer feedback forms • Complies with all internal and external mandates, rules and regulations regarding customer and company proprietary information • Identify process gaps and work to implement process improvement plans • Effectively train colleagues on various processes
Zayo Group, 30th Street, Boulder, CO, USA
Develop customer relationships and drive sales of Bandwidth Infrastructure to new and existing customers in assigned vertical. Achieve sales and revenue growth targets through consistent account management activities as well as acquiring new accounts. Meet monthly, quarterly, and annual sales goals set by the leadership team through aggressive prospecting and selling. A demonstrated ability to succeed in an autonomous environment is essential to this role. Build trust among customers and ensure an effortless experience for all Zayo’s customers.
Work with the current Sales team to develop account strategy, solution design, and relationship management on targeted accounts.
Manage a high volume of work while maintaining a high degree of responsiveness.
Tracks, analyzes and reports on channel forecast performance and activities in Salesforce and other reporting tools.
Provides accurate and timely information to management.
Develops and nurtures strong inter-departmental communications to ensure timely resolution of customer and sales issues and concerns.
Customer service skills with a passion for responsiveness, over the top customer care.
Assists in data mining and verification in relation to customer account management.
Possess a thorough understanding of Zayo’s products and services offerings.
Systems thinker with strong organizational skills who can pull all the pieces together; understands diverse customer business models, major trends and business drivers in the target industry and translates those needs into solutions Zayo can provide.
Zayo Group, 30th Street, Boulder, CO, USA
The Customer Success Lead position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. Customer Success Managers (CSM) are responsible for billing reports and inquiries, collections partnerships, 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. CSMs will act as the single point of contact for complex billing analysis and research. Lead CSMs will have added responsibility acting as the primary contact for a business-aligned team. If requested, travel may be required. CSM Leads may need to conduct in-person operational reviews, address escalations and help their peers with opportunities for customization and process improvement.
Proactively work to prevent billing, service delivery, and service performance issues by identifying trends and collaborating with others to develop custom preventative solutions.
Responsibility for the success and performance of Customer Success Verticals
Acts as Single Point of Contact/Escalation Point for a specific Vertical and set of Customers/Accounts
Coaching Teammates and peers on how to develop strategies for providing an Effortless Experience.
Review and first level approval of billing disputes
Serve as a point of contact for internal and external escalations
Work with Sales and Product Management teams to identify win-win solutions to customer issues and lead by example in creating relationships with other Leads within the company.
Drive partnership with AR to focus on opportunities to collect on aging balances
Improve the customer experience by collaborating with stakeholders to streamline processes
Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects, and communicate appropriate expectations to the customer
Appropriate understanding of contractual volume commitments and take or pays across the customer base to ensure contract adherence
Drive increase in billing run rate (BRR), quarter over quarter
Intuitively build strong relationships with a variety of cross-functional contacts
Audit and maintain customer contact records in Salesforce
Expert-level presenter of customer performance data via both formal operational reviews and informal reports
Works with management and peers to develop training and mentoring programs for new and existing team members
Lead team in facilitating management review for opportunities to enhance processes
Partner with the NCC /Strategic Program Managers and or Operations Managers in addressing customer concerns regarding network reliability resulting in increased customers satisfaction.
Help create and sustain an environment of transparency, inclusion, and collaboration within their Customer Success Vertical.
Owning Outcomes for Customer Base and Customer Success Team, driving a culture where individual contributors are held accountable for performance and are incentivized to embrace colleagues and be entrepreneurial.