Customer Account Manager, Federal

Zayo Group

1d•$75,390 - $107,700•Remote

About The Position

Zayo is seeking a Customer Account Manager, Federal, to lead post-implementation customer relationships, recurring-revenue strategy, and customer continuity for large and complex Public Sector Federal accounts, including U.S. Federal Civilian departments and institutions and related public-sector organizations. The role serves as a strategic customer partner and revenue steward, managing renewals, retention, churn risk, expansion opportunities, and complex customer requirements across Zayo services. The CAM partners with Sales and cross-functional teams to align customer priorities, procurement requirements, funding cycles, and network needs with Zayo’s capabilities. The position calls for strong knowledge of the U.S. Federal public-sector market and the ability to navigate complex procurement environments, including RFP/RFQ processes, Federal contract vehicles, cooperative purchasing programs, and Federal pursuit activities. The role translates market and procurement dynamics into proactive account, renewal, and growth strategies. It is remote and considers applicants residing in the continental United States. The selected candidate must be a U.S. citizen and able to obtain a Secret Clearance. Travel may be required based on customer and business needs.

Requirements

Typically 6 or more years of experience in Customer Retention, Strategic Account Management, Client Services, Sales, or a comparable customer-facing role; senior assignments typically require 8 or more years.
Demonstrated success managing large, complex Federal accounts, including Public Sector and Federal government accounts or similarly procurement-intensive organizations.
Demonstrated experience managing complex, strategic, or high-revenue customer relationships involving multiple stakeholders and extended buying cycles.
Experience managing complex Federal opportunities from qualification and RFI/RFP response through proposal, negotiation, award, and implementation handoff.
Experience working with internal teams to leverage Federal contract vehicles and acquisition pathways, including GWACs, IDIQs, BPAs, GSA MAS, NASA SEWP, and task orders.
Strong understanding of Federal procurement processes, including RFP/RFQ development, formal bid processes, state contract vehicles, cooperative purchasing programs, and education consortiums.
Familiarity with Federal government purchasing environments and ability to navigate complex procurement, contracting, budgeting, and approval processes.
Advanced experience in renewals, retention, commercial negotiations, RFP/RFQ response, contract execution, and revenue preservation.
Strong understanding of churn, gross and net revenue retention, renewal performance, discount performance, and recurring-revenue management.
Executive-level communication, presentation, negotiation, and facilitation skills, with the ability to build credibility across operational users and senior decision makers.
Strong analytical, organizational, project-management, and problem-solving skills, including the ability to manage complex timelines and competing priorities.
Ability to work effectively across Sales, Sales Engineering, Finance, Legal, Operations, Service Delivery, Product, and other cross-functional teams.
Must be a U.S. citizen and able to obtain a Secret Clearance.
Willingness and ability to travel based on customer and business needs.

Nice To Haves

Significant telecommunications or digital infrastructure experience.
Bachelor’s degree or equivalent experience in Business, Sales, Public Administration, Federal, or a related field.

Responsibilities

Develop and maintain operational, commercial, and executive relationships with Public Sector Federal customers and their account teams.
Develop multi-year account, renewal, and network plans based on customer priorities, service needs, contract position, funding cycles, procurement timelines, competitive risk, and financial exposure.
Own revenue protection, churn management, renewal execution, and expansion strategy for assigned accounts.
Lead complex multi-service, multi-location, or multi-year renewals, RFP/RFQ responses, and executive business reviews.
Develop and execute customer strategies aligned with agency missions, technology roadmaps, budgets, acquisition plans, and Zayo capabilities.
Identify and advance growth opportunities with Sales by understanding customer infrastructure needs, funding availability, upcoming procurements, technology initiatives, and service expansion opportunities.
Navigate and leverage Federal contract vehicles, cooperative purchasing programs, Federal consortiums, and other public-sector procurement mechanisms to support renewals and growth.
Manage material churn forecasts and mitigation plans while balancing customer outcomes with pricing discipline, contract terms, margin, capital recovery, and long-term account value.
Develop and negotiate customer-appropriate save, replacement, portability, migration, network-redesign, relocation, decommission, and contract-restructuring strategies.
Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and revenue treatment.
Coordinate complex customer requirements and decisions across Sales, Sales Engineering, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, and Operations.
Advise customers on Zayo services and their alignment with Public Sector and Federal requirements, procurement processes, and funding programs.
Monitor relevant funding, procurement, and market conditions and translate changes into actionable account strategies.
Lead customer business reviews and executive engagements covering service performance, business priorities, upcoming procurements, renewal readiness, funding opportunities, and future network requirements.
Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards, particularly for Public Sector and Federal accounts.