What are the responsibilities and job description for the Partner Success Manager position at Zayo?
Responsibilities
Analyzes lifecycle data and translates insights into recommendations in a clear and unambiguous manner for customers and business partner teams. Identifies root causes, defines and activates solutions, and deploys cross-functional support, where necessary, to resolve.
Manage customer goals, meet and exceed expectations by conducting business reviews either monthly or quarterly.
Accelerates customers through Lifecycle Journey mapping out a detailed account plan for support.
Partner onboarding and training our customers to utilize the full potential of our Tranzact self-service platform.
Manages Revenue Risk Assessment Dashboards and plays.
Identifies growth and lead opportunities helping sales drive pipeline.
Renewal and upselling.
Responsive, knowledgeable, efficient, and professional approach to supporting customers that engage Customer Success via our Tranzact portal, IVR, or email for any post-sale lifecycle request.
Maintains an industry-wide perspective on best-in-class customer experience.
Qualifications :
Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience.
Minimum of five (5) years of telecommunications industry experience.
Minimum of five (5) years in a customer success like role
Possesses excellent verbal, written, and communication skills and has the ability to share the customer story through compelling and engaging methods.
Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management.)
Demonstrates an understanding of various technical architectures and operating systems.
Detail-oriented, accurate and possess excellent follow-up skills.
Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers.
Travel up to 25%.
Base Salary Range : $66,500 - $95,000 USD / annually, commensurate with experience. Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
Salary : $66,500 - $95,000
