Customer Retention Analytics Director
hace 6 meses
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 the Customer Retention Analytics Director, reporting to the VP of Churn Management, you will be responsible for leading development and execution of comprehensive customer base strategies to proactively minimize customer churn and programmatic strategies across all Zayo products and customers. You will lead the generation of the AI/ML analytics driven models to drive company wide improvement activities.
The Customer Retention Analytics Director's team of retention analysts will collaborate with cross-functional teams such as Commercial, Product, Customer Success, Network, Support, Finance, Operations and others to utilize data analytics identifying opportunities to improve on all dimensions of the customer lifecycle.
As our Customer Retention Analytics Director, your leadership and vision will be instrumental in fostering a culture of customer-centricity, ultimately reducing churn and driving profitable growth. In this role, you will strategize the ideal set retention activities to reduce risks associated with all aspects of the customer journey including service expirations, MTM, Products, Operations and Service Assurance. Outcomes will include accurate risk predictions, forecasts and budgets ultimately being measured by net churn bookings and net install bookings performance.
**Responsibilities**:
- Create and maintain reporting framework for Operating metrics, KPI’s, Budgets and forecasts across multiple business segments in time sensitive situations- Create slides to communicate complex data and performance activity at the Board level- Combine data analytics with front line insight to create actionable programs / tasks across the organization that drive the desired outcome- End-to-end process enhancement. Understand existing complex processes, make enhancement recommendations to fit business needs, operationalize by overseeing development, testing development and maintain operational excellence- Interact, consult and partner with cross-functional stakeholders to drive operational improvements and innovation in support of our strategic objectives and operating plans that will positively impact growth, customer satisfaction, and productivity- Advocate and drive adoption of “best practices” to ensure standardization across operational functions- Explain complex analysis results in an easy-to-understand language
Qualifications:
- Beneficial to have Undergraduate BA or BS Degree in related field (equivalent related experience with Churn or Customer Retention Roles)- 3 - 7 years of experience in the telecommunications industry or equivalent roles; beneficial to have more experience than the minimum (+3 years)- 3 - 7 years of experience in finance, commercial, product management or data analytics or equivalent roles- Demonstrated success in developing and executing retention campaigns and programs with specific actions that reduce churn- Fluent in python, R, SQL or other languages with understanding of building pipelines for data engineering- Excellent written and verbal communication skills; ability to translate large data sets into easily understood narratives and actions- Strong analytical skills with experience in data analysis, customer segmentation, and churn analysis with excellent Excel (or equivalent Google suite) skills with ability to mentor- Proven experience building, leading, and motivating cross-functional teams in a fast-paced environment- Familiarity with data science and AI/ML models- Proficiency using Salesforce/Tableau and other similar tools for reporting and analytics
Benefits, Rewards & Wellness- Excellent Health, Dental & Vision Insurance- Retirement 401(k) Savings Plan- Fitness membership discounts- Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, 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.
-
Retention Specialist
hace 6 meses
Desde casa, Colombia Discount Lots A tiempo completo**About us** Discount Lots aims to make land ownership easy and affordable for everyone by offering listings not listed on the market, exclusive access to land listings, and an innovative rent-to-own program. With one simple idea, Discount Lots has put their experience as real estate brokers and supply chain specialists to work to find overlooked deals on...
-
Bilingual Retention Agent Colombia
hace 6 meses
Desde casa, Colombia One World Global Services A tiempo completo**WE ARE HIRING REMOTE BILINGUAL EXPERIENCED RETENTION AGENTS!!!** **REQUIREMENTS**: - 85% English proficiency - Steady wired internet connection - USB Wired headset - Windows 8+ or MAC - Retention experience is a plus **RETENTION AGENT'S RESPONSIBILITIES**: - Ensure a high level of customer satisfaction through proactive support and active listening. -...
-
Marketing Manager
hace 6 meses
Desde casa, Colombia Harris Computer Systems A tiempo completoMarketing Manager Ambulatory Core is seeking a skilled and experienced Marketing Manager to join our Marketing Team. The Marketing Manager will be responsible for developing, implementing, and optimizing marketing strategies and campaigns to drive customer acquisition, retention, loyalty, and engagement. This individual will work closely with...
-
Analytics Data Entry Specialist
hace 5 meses
Desde casa, Colombia Fountain Forward A tiempo completo**Job Overview** We are looking for an Analytics Data Entry Specialist to support the Analytics and Reporting Department team in gathering and compiling data from various sources. The primary role of this position is to update Fountain Forward’s internal dashboards for both internal and external reporting needs. The Analytics Data Entry Specialist will...
-
Customer Success Specialist
hace 5 meses
Desde casa, Colombia Wolfram A tiempo completo**Job title**: Customer Success Specialist **Responsibilities** - Owning the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention and satisfaction - Establishing relationships as a trusted and strategic advisor to help ensure the continued value of Wolfram's key products and services - Developing and...
-
Associate, Analytics
hace 6 meses
Desde casa, Colombia Just Global A tiempo completo**Just Global**: At Just Global we live and breathe B2B and believe in igniting B2B relationships. Our independent, global team actively engages with clients to put our deep technical knowledge and unique perspectives of markets and buying processes to work. We maximize insights, we spark creativity, and we leverage technology to inspire brand loyalty and...
-
Director of Influencers Marketing
hace 6 meses
Desde casa, Colombia W4 Management LLC A tiempo completoLLM Fair Trade Inc., an innovative company based in New York, is seeking a highly motivated Influencer Marketing Manager/Director to join our passionate and hands-on team. As the Influencer Marketing Manager/Director, you will be responsible for growing our e-commerce presence on TikTok, Instagram, and other emerging sales platforms. Reporting directly to...
-
Customer Success Manager
hace 6 meses
Desde casa, Colombia Curv Group LLC A tiempo completo**Customer Success Representative** Ready to dive into a world of innovation and make waves in customer success? We design, manufacture, and distribute groundbreaking products globally, and as we continue to grow, we're on the lookout for motivated individuals to join our vibrant team! **About Us**: With headquarters in Miami and Chicago, USA, we're not...
-
Senior Software Engineer, Product Analytics
hace 6 meses
Desde casa, Colombia Autodesk A tiempo completoJob Requisition ID # - 24WD75018 Position Overview The Experience Analytics Team is a centralized Analytics team working with product line development teams across the company to democratize ML/Analytics across all Autodesk products. You will work on a myriad of analytics related to a data product that provides ML insights to AutoCAD users. We help those...
-
Customer Success Manager 2
hace 5 meses
Desde casa, Colombia Hyland Software A tiempo completo**Overview**: - The Customer Success Manager 2 helps new and existing customers derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to...
-
Customer Success Manager 2
hace 5 meses
Desde casa, Colombia Hyland Software A tiempo completo**Overview**: - The Customer Success Manager 2 helps new and existing customers derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to...
-
Customer Success
hace 6 meses
Desde casa, Colombia Pavago A tiempo completo**Job Title**: Customer Success and Support Specialist **Position Type**: Contract, Full-Time, Remote **Working Hours**: US - CST **About Pavago** **Responsibilities**: - **Demos and Onboarding**: Assist with conducting product demos, collaborating with the sales team to showcase features and benefits to potential customers. Participate in onboarding...
-
Research Assistant for Marketing
hace 6 meses
Desde casa, Colombia Right Customer A tiempo completoAs a Market Research Specialist, you will conduct in-depth research and analysis to uncover data-driven insights that inform marketing and web design strategies for our agency. Leveraging your background in marketing research and analytics, you will provide actionable recommendations that guide high-impact campaigns, SEO enhancements, and new business...
-
Growth Marketing Manager
hace 6 meses
Desde casa, Colombia HostPapa A tiempo completo**Position Summary**: As a **Growth Marketing Manager**, you will be responsible for driving user acquisition, engagement, and retention through creative marketing techniques. You will leverage your skills in digital marketing, analytics, and creativity to identify growth opportunities, design and implement experiments and optimize marketing campaigns. This...
-
Community Manager
hace 6 meses
Desde casa, Colombia South Street Designs A tiempo completoAs a **Community Manager**, you will be responsible for managing and engaging with our online community to build brand loyalty and drive customer engagement. You will be a representative of our brand and will play a crucial role in creating a positive and engaging online experience for our customers **Key responsibilities**: 1. Develop and implement...
-
Community Manager
hace 6 meses
Desde casa, Colombia South Street Designs A tiempo completoAs a **Community Manager**, you will be responsible for managing and engaging with our online community to build brand loyalty and drive customer engagement. You will be a representative of our brand and will play a crucial role in creating a positive and engaging online experience for our customers **Key responsibilities**: 1. Develop and implement...
-
Customer Experience Agent
hace 6 meses
Desde casa, Colombia AnyRoad A tiempo completo**About AnyRoad** AnyRoad is the leader in experiential marketing software. We were founded on the belief that real-life, in-person experiences offer brands invaluable opportunities to build long-lasting relationships with their consumers, ultimately creating a community of brand advocates and accelerating revenue growth. AnyRoad offers the only unified...
-
Customer Support Specialist
hace 6 meses
Desde casa, Colombia TripleTen A tiempo completo**TripleTen** _is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack...
-
Director, Strategic Analytics
hace 8 meses
Desde casa, Colombia Arch Capital Group Ltd. A tiempo completoWith a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠. Team to send over For individuals assigned or hired to...
-
Customer Support Agent
hace 6 meses
Desde casa, Colombia TripleTen A tiempo completo**_Thank you for your interest in TripleTen!_** **_ TripleTen_**_ is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our bootcamps focus on training students in software engineering, data science, business intelligence analytics, and QA engineering in...