{"id":14551,"date":"2025-03-11T16:17:09","date_gmt":"2025-03-11T22:17:09","guid":{"rendered":"https:\/\/www.zayo.com\/?post_type=resources&p=14551"},"modified":"2025-03-11T16:19:20","modified_gmt":"2025-03-11T22:19:20","slug":"the-power-of-listening-a-spotlight-on-jennifer-brush-head-of-customer-success-for-enterprise-channel-at-zayo","status":"publish","type":"resources","link":"https:\/\/zayoustrans.burbledev.com\/fr\/resources\/the-power-of-listening-a-spotlight-on-jennifer-brush-head-of-customer-success-for-enterprise-channel-at-zayo\/","title":{"rendered":"The Power of Listening:\u00a0A Spotlight on Jennifer Brush, Head of Customer Success for Enterprise & Channel at Zayo"},"content":{"rendered":"
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\"\"<\/figure>\n<\/div>\n\n\n

How coaching (instead of micromanaging) helps everyone learn and evolve <\/h2>\n\n\n\n

From the moment Jennifer Brush entered the telecommunications industry right after college to carving out her path in customer success, she developed a true passion for the field. To her, the role resembled that of a quarterback \u2014 balancing external communication with customers while collaborating with internal teams to bring solutions back to the client.<\/p>\n\n\n\n

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\u201cWe take all the feedback from both our internal partners and the customer, and we combine them to deliver the best possible outcome for everyone.\u201d<\/p>\n<\/blockquote>\n\n\n\n

\u201cWe take all the feedback from both our internal partners and the customer, and we combine them to deliver the best possible outcome for everyone,\u201d Brush explains.<\/p>\n\n\n\n

This is a role in which Brush has thrived for over 20 years. As Head of Customer Success for Enterprise & Channel at Zayo, she focuses on cultivating strong partnerships. Across the board, she emphasizes that customer success is ultimately about \u201clistening.\u201d<\/p>\n\n\n\n

It\u2019s no surprise, then, that her advice for those interested in customer success is simple: practice listening. This involves digging deeper, like when a customer voices a complaint. Brush encourages asking questions such as, \u201cWhat\u2019s the bigger issue behind what they\u2019re complaining about?\u201d<\/p>\n\n\n\n

She then uses insights from those conversations to collaborate with Zayo teams, crafting creative solutions that address not just the immediate concern, but the underlying problem. Her ability to listen and think outside the box has been key to her success.<\/p>\n\n\n\n

Beyond creative problem-solving, Brush is also a proponent of taking calculated risks. Her mentors encouraged this throughout her career, and she stands by it because it\u2019s proven effective. Over the years, she\u2019s made lateral moves, even accepting pay cuts, to gain new skills and take on challenges she didn\u2019t expect to enjoy or excel at. These pivots have expanded her knowledge and often proved invaluable in her career.<\/p>\n\n\n\n

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\u201cDon\u2019t be afraid to take risks.\u201d<\/p>\n<\/blockquote>\n\n\n\n

\u201cIt\u2019s been incredibly rewarding,\u201d she reflects. Her advice? \u201cDon\u2019t be afraid to take risks.\u201d<\/p>\n\n\n\n

A former soccer coach and player, Brush has found parallels between her coaching and leadership roles. While coaching high school girls\u2019 soccer during college, and later stepping into her first leadership position at work, she noticed how similar the two roles were. In both, her goal was to coach and help people reach their full potential, not micromanage their every move.<\/p>\n\n\n\n

For Brush, it\u2019s never about perfection but always about progress.<\/p>\n\n\n\n

\u201cI ask the same of my employees and my kids,\u201d she says. \u201cI don\u2019t care if you\u2019re the best, but you should always strive to improve in something every day.\u201d<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Learn more about Jennifer Brush, Head of Customer Success at Zayo, and why listening is one of the greatest conduits to customer and company success. <\/p>\n","protected":false},"featured_media":14553,"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":"3998,9776,1674,2964,3934,5747","_relevanssi_noindex_reason":"","resource-post-excerpt":"Learn more about Jennifer Brush, Head of Customer Success at Zayo, and why listening is one of the greatest conduits to customer and company success. ","footnotes":""},"resource-topics":[155],"displayed":[],"resources-categories":[44],"industry":[],"services-amp-solutions":[],"class_list":["post-14551","resources","type-resources","status-publish","has-post-thumbnail","hentry","resource-topics-life-at-zayo","resources-categories-blog"],"acf":[],"_links":{"self":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/14551","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":7,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/14551\/revisions"}],"predecessor-version":[{"id":14560,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources\/14551\/revisions\/14560"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media\/14553"}],"wp:attachment":[{"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/media?parent=14551"}],"wp:term":[{"taxonomy":"resource-topics","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resource-topics?post=14551"},{"taxonomy":"displayed","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/displayed?post=14551"},{"taxonomy":"resources-categories","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/resources-categories?post=14551"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/industry?post=14551"},{"taxonomy":"services-amp-solutions","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/fr\/wp-json\/wp\/v2\/services-amp-solutions?post=14551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}