Partner Success Manager
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Job Description
Partner Success Manager guiding telecom customers through Zayo’s bandwidth-service lifecycle. Managing onboarding, customer health, renewals, upselling, and growth opportunities.
Responsibilities:
- Analyze lifecycle data and translate insights into clear recommendations for customers and business partner teams
- Identify root causes, define and activate solutions, and deploy cross-functional support as necessary
- Manage customer goals and conduct monthly or quarterly business reviews
- Accelerate customers through the lifecycle journey by mapping detailed account plans for support
- Onboard and train customers to use the Tranzact self-service platform
- Manage Revenue Risk Assessment Dashboards and plays
- Identify growth and lead opportunities to help sales drive pipeline
- Handle renewals and upselling
- Provide responsive, knowledgeable, efficient, and professional post-sale lifecycle support through the Tranzact portal, IVR, or email
- Maintain an industry-wide perspective on best-in-class customer experience
Requirements:
- 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
- Excellent verbal, written, and communication skills
- Ability to create and project manage a continuous experience improvement program, including scope, milestone management, engagement, execution, and change management
- Understanding of various technical architectures and operating systems
- Detail-oriented, accurate and excellent follow-up skills
- Proficient in Microsoft Word, Excel, PowerPoint and Google products
- Full working knowledge of the internet, email and web browsers
- Willingness to travel up to 25%
Benefits:
- Health insurance
- Life insurance
- Disability retirement plans
- Paid time off
- Paid parental leave
- Excellent dental insurance
- Excellent vision insurance
- Retirement 401(k) Savings Plan
- Sales roles may be eligible to participate in a sales incentive plan
- Non-sales roles may be eligible to participate in a discretionary annual incentive plan
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