Customer Success Manager (French speaker)

Company Description

At Zayo Europe, we’re driven by a bold vision to power the world through connectivity. We’ve built and operated the critical fibre networks that keep businesses, communities, and economies connected. In 2024, we embarked on an exciting new chapter as a standalone company — a milestone that empowers us to innovate, grow, and lead with greater agility. As we continue to evolve, our mission remains clear: to deliver fast, reliable, and scalable infrastructure that fuels the digital world.

Position Description

The Customer Success Manager (CSM) position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. CSMs are responsible for billing reports and inquiries, collections partnerships, implementation projects, service improvement plans and operational service reviews. We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. CSMs will act as the single point of contact for complex billing analysis and research. Having strengths in project management, time management and risk management will only benefit candidates. If requested, travel may be required. CSMs conduct in-person operational reviews and help create opportunities for customization and process improvement.

Responsibilities

Proactively work to prevent billing, service delivery, and service performance issues by close collaboration with internal teams and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer

Works with Sales and Product Management teams to identify win-win solutions to customer issues

Collaborate / partner with AR to focus on opportunities to collect on aging balances

Ability to identify opportunities to streamline processes that improve the customer experience

Organise and coordinate project kick-off calls to provide an effortless implementation of customer projects.

Reports customer performance metrics both internally and externally

Conduct face-to-face Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements. Travel may be required.

Leads implementation projects for assigned customers, overlaying internal service delivery teams to ensure an effortless delivery experience.

Audit and maintain assigned customer contact records in Salesforce

Influence increase in billing run rate (BRR), quarter over quarter, where possible

Works cross functionally with Zayo teams driving credit request approvals

Progressively develops a strong business relationship with all customers supported

Assists in mentoring and training new team members

Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.

Independently manage customer deliverables successfully

Produce and manage various service reports requested by customer

Qualifications

Fluent French and English

One to three years customer service experience and/or training; or equivalent combination of education and experience.

High level of familiarity with MS Excel/PowerPoint/Word

Highly detail oriented, fast learner, agile and thrives in a fast changing environment.

Ability to multi-task and manage competing requests in a professional manner.

Good understanding of Zayo Products and Services

Passion for customer service and delivering an effortless user experience.

Desire to understand process, identify improvements and implement change.

Medium understanding of telecom service delivery processes required.

Medium level of experience with salesforce.com required.

Medium level of experience with telecom billing required.

Strong Time Management Skills

Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to Management. Have the ability to be concise in communication.

Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.

Streamline processes to increase efficiency and productivity with the team

Rewards

Competitive compensation including annual incentive plan

Generous paid time off policy including, 25 days paid time off, one floating day and two volunteer days off per annum

Hybrid working

Health and life Insurance

Meal vouchers

Employee assistance programs including mental health, wellbeing and medical support

Zayo Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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