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Zayo Group
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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.
Zayo is seeking a Head of Customer Retention for the Carrier vertical who will lead Customer Retention leaders and Customer Account Managers accountable for the post-implementation customer relationship, recurring revenue, and customer continuity across Zayo's Carrier portfolio. This leader will set the strategy, operating model, and capabilities required to improve renewals, retention, churn, revenue preservation, lifecycle engagement, and expansion.
As the senior Customer Retention leader for the Carrier segment, this role owns customer health, revenue growth and preservation, gross and net revenue retention, renewal performance, churn performance to budget, and portfolio financial performance. The Head of Customer Retention will lead through Senior Managers, set clear performance expectations, and create a culture of ownership, accountability, and continuous improvement.
This leader will partner with Sales and other senior Zayo leaders to translate customer insights, renewal and churn forecasts, commercial opportunities, financial objectives, and operational priorities into coordinated action. The role will sponsor strategic customer relationships and help shape Zayo's Carrier customer strategy.
Zayo is relentless in its pursuit of world-class customer excellence. As the senior Customer Retention leader for Carrier, you will be a critical driver of that ambition - building a scalable organization, developing exceptional leaders, strengthening strategic customer relationships, and delivering measurable growth and financial results.
The Customer Retention organization provides a world-class post-implementation lifecycle experience that anticipates customer needs, preserves recurring revenue, strengthens customer continuity, delivers measurable value, and exceeds expectations.
Working closely with Sales and teams across Sales Engineering, Commercial Operations, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, Engineering, and Operations, Customer Retention helps deliver Zayo's customer commitments and business objectives.
We are committed to building a high-performing organization where leaders develop leaders, knowledge is shared, diverse experiences are valued, and continuous learning, mentoring, and professional growth are part of our culture.
Location: This remote work position will consider applicants that reside in the continental United States.
Estimated base salary range: $215,000 - $235,000 USD / annually
The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.
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.
As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.
Originally posted on Himalayas
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