Senior Manager, Customer Retention

Zayo Group provides telecommunications bandwidth and network infrastructure services. The Senior Manager, Customer Retention leads and develops Customer Account Managers, overseeing revenue retention, renewals, customer relationships, team performance, and cross-functional collaboration.

Responsibilities:

• Manage recurring revenue and net revenue retention, oversees renewal negotiations and partners with sales to identify opportunities
• Nurture talent to maximize team performance and CAM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing while minimizing employee regrettable churn
• Establish and deliver on objectives and supporting KPIs that are aligned with Customer Retention, revenue retention, Sales and across Zayo
• Has accountability for the performance and results of a team within own discipline or function
• Adapt departmental plans and priorities to address resource and operational challenges
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior management
• Lead with authenticity, passion, and an employee and customer focused mindset
• Present performance insights, strategy updates, and quarterly results clearly to stakeholders and customers
• Build and manage deep, meaningful, and effective relationships with customer segment and business partner teams (individual contributors to executive leadership) to ensure rapid effective responses to customer needs
• Effectively communicates, highly organized, and a dependable member of Customer Retention leadership team
• Lead key client meetings and take ultimate accountability for functional escalations

Requirements:

• Bachelor's / Master's degree in related field, or equivalent combination of training, education and experience
• Minimum of five (5) years of experience working in a leadership role
• Minimum of seven (7) years of telecommunications industry experience
• Demonstrates excellent communications skills: written, verbal, and listening
• Proven ability to recruit and attract new talent
• Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals
• Ability to foster a cooperative work environment
• Ability to adjust and adopt to changing priorities, goals, procedures and essential duties
• Strong presentation, organizational, administrative, and time management skills
• Strong analytical/quantitative skills and possess excellent follow-up skills
• Excellent negotiation skills with proven ability to close business
• Highly collaborative and respectful approach when working with our stakeholder teams
• Demonstrates extreme ownership
• Ability to understand process, identify improvements, and implement change
• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
• Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers