{"id":1351,"date":"2022-08-08T17:16:00","date_gmt":"2022-08-08T21:16:00","guid":{"rendered":"https:\/\/zayo1.burbledev.com\/?post_type=resources&p=1351"},"modified":"2024-05-09T13:38:36","modified_gmt":"2024-05-09T19:38:36","slug":"customer-success-profile-john-kingdon","status":"publish","type":"resources","link":"https:\/\/zayoustrans.burbledev.com\/fr\/resources\/customer-success-profile-john-kingdon\/","title":{"rendered":"Customer Success Profile – John Kingdon"},"content":{"rendered":"
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John Kingdon doesn\u2019t take his job in customer success sitting down. \u201cWe\u2019re taking the reins of customer success as soon as the install is completed,\u201d he says. \u201cIt\u2019s a very proactive approach.\u201d<\/p>\n\n\n\n

Kingdon comes to Zayo with 15 years of telecom sales and support experience. In the past, he\u2019s worked for AT&T and Charter Spectrum. In his previous role at Zayo, he was a Partner Success Manager. The post-sales support issues he addressed ran the gamut: resolving billing disputes, providing service inventory reports to customers, dealing with service delivery issues and so on. Kingdon recalls the dynamics: \u201cA lot of these customers don\u2019t know you from Adam, right? You\u2019re just some guy in a call center who might be able to help them, but probably not they think. You can reassure them that you\u2019re there for them, but actions speak volumes. The first time you actually do something you say you\u2019re gonna do for a customer, then they can trust you. Then they know you\u2019re advocating for them.\u201d<\/p>\n\n\n\n

He remembers one time he had to go to great lengths to preserve goodwill after a delivery. Zayo had just installed for an organization in South Africa. \u201cThey went to hook up, but it wasn\u2019t delivered properly. We didn\u2019t own the complete fiber network at that location, so it wasn\u2019t really in our purview to coordinate everyone. However, I became that point person for the customer, the fiber partner, for service delivery. I knew everything about that order and I could update anyone who needed it. Meanwhile, there were riots and political unrest in South Africa. I was following the news trying to figure out where the riots were in relation to our sites and why their telecom was taking so long. In the end it finally got delivered, and they were impressed that we kept up with the case for so long.\u201d<\/p>\n\n<\/div><\/div>\n<\/div>\n\n\n

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“I firmly believe in what’s right for the customer.”<\/p>\n<\/blockquote>\n\n\n\n

Kingdon says that the biggest struggles in customer success and service delivery are living up to commitments, setting proper expectations, and taking ownership. Accordingly, he focuses on these as his measurements of effective customer success and fights to be the single point of contact for a customer\u2019s issue. \u201cIf I get a case on my desk,\u201d he says, \u201cI don\u2019t want to pass the buck. I work that case from beginning to end. I\u2019m your middle person to handle all things Zayo. I\u2019m your contact and I can do whatever you need done.\u201d<\/p>\n\n\n\n

Amid the complexities of executing infrastructure projects, transparency and advocacy are key, according to Kingdon. He explains, \u201cI firmly believe in what\u2019s right for the customer. The beauty of working with this team is that once they learned that John fights for the customer, when he believes it\u2019s the right thing to do, they learned to trust me and to take my word.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Our Strategic Customer Success Manager, John Kingdon, doesn’t take his job in customer success sitting down. Read his proactive approach.<\/p>\n","protected":false},"featured_media":1352,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"4018,3959,4015,2814,1671,3926","_relevanssi_noindex_reason":"","resource-post-excerpt":"Our Strategic Customer Success Manager, John Kingdon, doesn't take his job in customer success sitting down. Read his proactive approach.","footnotes":""},"resource-topics":[],"displayed":[],"resources-categories":[43],"industry":[],"services-amp-solutions":[34],"class_list":["post-1351","resources","type-resources","status-publish","has-post-thumbnail","hentry","resources-categories-case-study","services-amp-solutions-solutions"],"acf":[],"_links":{"self":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/1351","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/types\/resources"}],"version-history":[{"count":0,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/1351\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media\/1352"}],"wp:attachment":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media?parent=1351"}],"wp:term":[{"taxonomy":"resource-topics","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resource-topics?post=1351"},{"taxonomy":"displayed","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/displayed?post=1351"},{"taxonomy":"resources-categories","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources-categories?post=1351"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/industry?post=1351"},{"taxonomy":"services-amp-solutions","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/services-amp-solutions?post=1351"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}