Client Services Manager (CSM) at Boulder

Job Description

Zayo is seeking a Client Services Manager (CSM) to ensure that Zayo delivers absolute highest

possible levels of service to Zayo’s top customers.  The CSM supports a Sales Channel Lead with

account management functions such as but not limited to project management, order quality

control tracking/entry, billing/invoice resolution, data management, etc. This position requires a

firm grasp of telecom industry terminology and product information as well as proficiency in

Sales Force.com, MS Excel and PowerPoint.

 

The Client Services Manager will be responsible for developing metrics to monitor all areas of

engagement with critical customers, monitoring Zayo’s performance in these areas, identifying

opportunities for improvement and driving changes in performance to meet and exceed

customer expectations.  The CSM is also responsible for creating and maintaining reports and

dashboards in Salesforce to reflect performance in each specific area of the Service Delivery

process. The CSM will also be responsible for managing any special projects related to his/her

assigned accounts related to service improvement initiatives, and serve as a customer advocate

to address any questions or concerns raised by customers within the assigned base. 

The CSM will work with the Sales Team and their customers in the following capacity:

• Post- Sales & Post Delivery – first point of contact for the customer to address:
• Maps of existing networks (works with appropriate internal group to obtain)
• Major outages (works with internal groups to ensure RFO is sent in a timely fashion to the customer)
• Managing SLA’s for services ordered
•  Billing/invoice issues
• Disconnects/terminations
• Proactive monitoring and communication of Service performance (weekly/monthly push of performance status on credits, troubles, maintenance, billing, SLAs etc.)
• Project Management – (during service delivery):
• Validate the service orders for accuracy
• Participate/Lead “Customer Kickoff Calls" 
• Proactive Order tracking and status updates
• Resolution, escalation and management of delivery issues
• Handle customer communication when needed
• Accuracy of Orders in Salesforce
• Help Sales Reps make sure orders flow through Salesforce stages and appropriate actions are taken
• End of Month/End of Quarter for accuracy of Opportunities and Service orders being in appropriate stages in Salesforce

Job Requirements

• High-level understanding of end to end process for the quoting, installation, billing, and service management of customer services in a carrier telecommunication network.

  High level understanding of SONET, Wavelength, Ethernet, IP, and Fiber based services
• Advanced level knowledge of Microsoft Office products with extensive experience in
• Microsoft Excel and Microsoft PowerPoint.
• Excellent customer service skills with demonstrable experience.
• Strong verbal and written communications, with the ability to speak to executive level personnel and customers
• Self-initiated to gain the knowledge necessary to perform job duties at a high level in a rapidly changing environment
• Solution oriented analytical problem solving skills
• Willingness to drive towards a goal and do what it takes to get a job done, which may include off hours and weekend work
• Bachelor of Science in Telecommunications, Business, or comparable work experience

 

Preferred Experience: 

• 5+ years in a customer service role within a telecommunications company
• Excellent communication and organizational skills with good attention to detail
• Strong computer knowledge and ability to learn new applications
• Extensive knowledge of the Salesforce application is a plus

Country: USA, State: Colorado, City: Boulder, Company: Zayo.