Customer Account Manager
About The Position
Zayo is seeking a Customer Account Manager to manage its most strategic post-implementation customer relationships and recurring-revenue portfolios. The role serves as the principal lifecycle and commercial advisor for hyperscalers and the largest carriers, leading executive governance, high-stakes renewals, material churn mitigation, and complex network and contract decisions across products, geographies, and internal functions. The Customer Account Manager owns lifecycle, renewal, retention, and revenue-protection strategy for assigned accounts; leads complex commercial and customer governance work; and coordinates internal teams while maintaining accountability with functional owners. The role also identifies expansion opportunities, contributes expertise to renewal practices and operating standards, and mentors others.
Requirements
- Typically 10+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales, or a comparable customer-facing role.
- Extensive digital or communications infrastructure experience is required or strongly preferred depending on account assignment.
- Depending on assigned accounts, demonstrated success leading hyperscale, large-carrier, or similarly complex and high-revenue customer relationships.
- Proven ability to lead complex commercial negotiations and protect material recurring revenue.
- Advanced financial, contractual, technical, and operational judgment, including knowledge of network architecture and customer operating environments.
- Exceptional executive communication, facilitation, influence, and cross-functional leadership skills.
- Ability to lead enterprise-wide initiatives without direct authority and mentor senior peers.
Responsibilities
- Own the multi-year lifecycle, renewal, retention, and revenue-protection strategy for assigned strategic accounts.
- Build and maintain senior executive, commercial, technical, and operational relationships across customer organizations.
- Lead complex renewals, contract negotiations, RFP/RFQ responses, network transitions, and customer governance forums.
- Integrate customer network plans, capacity needs, utilization, service performance, contract position, and financial exposure into actionable account strategies.
- Lead material churn-risk mitigation and advise on pricing, term, margin, capital recovery, credits, ETL, portability, exceptions, and order treatment.
- Orchestrate cross-functional execution and executive escalations while maintaining accountability with the rightful functional owner.
- Identify strategic expansion and technology opportunities and partner with Sales to advance them.
- Serve as a subject-matter expert and mentor, and shape renewal practices, playbooks, controls, executive reporting, and operating standards.
Benefits
- Health insurance
- Life insurance
- Disability and 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
