Customer Account Manager
Zayo Group
•$75,390 - $107,700
About The Position
Zayo is seeking a Customer Account Manager to lead post-implementation customer relationships, recurring-revenue strategy, and customer continuity for specialized carrier portfolios and larger, higher-revenue, or more complex accounts. The role owns revenue protection, churn management, and renewal execution for assigned accounts, while identifying opportunities to grow or replace services in partnership with Sales. The position coordinates internal teams to address customer issues and maintain communication through resolution.
Requirements
- Typically 5+ years of experience in Customer Retention, Account Management, Client Services, Sales, or a comparable customer-facing role.
- Demonstrated experience managing renewals, revenue retention, customer negotiations, and contract execution.
- Working knowledge of churn, gross and net revenue retention, renewal rate, and discount performance.
- Strong communication, presentation, analytical, organizational, negotiation, and project-management skills.
- Ability to manage multiple priorities independently and work effectively across functions.
Nice To Haves
- Digital or communications infrastructure experience.
Responsibilities
- Independently own revenue protection, churn management, and renewal execution for assigned accounts.
- Develop and execute account and renewal plans using customer health, risk, service inventory, utilization, contract status, and upcoming expirations.
- Lead standard and moderately complex renewals, pricing discussions, and RFP/RFQ responses for existing recurring revenue.
- Lead customer business reviews and account meetings focused on service performance, priorities, renewal readiness, and future needs.
- Forecast churn, identify root causes of risk, and coordinate save, replacement, portability, or other mitigation actions.
- Apply pricing, credit, ETL, contract, and order-type controls independently within established authority and approval thresholds.
- Identify and qualify upsell, cross-sell, replacement, and technology-upgrade opportunities in partnership with Sales.
- Coordinate cross-functional customer issues and maintain clear communication until the accountable owner completes resolution.
Benefits
- Health insurance
- Life insurance
- Disability retirement plans
- Paid time off
- Excellent health, dental, and vision insurance
- Retirement 401(k) savings plan
- Generous paid time off policy, including paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
