Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
As a Senior Manager over Customer Retention , you will lead and develop a high-performing team of Customer Account Managers accountable for delivering exceptional customer outcomes and strong business results. You will establish a culture of ownership and accountability, with a disciplined focus on revenue growth, revenue preservation, financial performance, and the overall health of our customer relationships.
You will set clear, measurable objectives; coach and develop talent; attract and retain high-performing team members; and establish consistent operating disciplines that enable the team to perform at its best. Through data-driven leadership, you will identify opportunities to expand customer relationships, proactively address revenue risk, and continuously improve both customer and business outcomes.
Success in this role requires a leader who can balance customer advocacy with commercial accountability—building trusted relationships across the organization, driving effective cross-functional collaboration, and ensuring the team translates customer needs and insights into meaningful action.
Zayo is relentless in its pursuit of world-class customer excellence. This leader will play a critical role in advancing that ambition by building a team that delivers measurable value for our customers while driving sustainable growth and financial performance for Zayo.
Responsibilities
Manages 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 delivers 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.
Qualifications
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…