Customer Account Manager

Zayo Group

12d•$75,390 - $107,700•Remote

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 is remote and open to applicants residing in the continental United States. The Customer Account Manager develops and maintains operational and executive relationships, plans account and renewal strategies, and leads complex renewals and commercial negotiations. The role coordinates decisions across internal teams, manages churn risks, applies sound commercial judgment, and mentors less-experienced Customer Account Managers.

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 complex, strategic, or high-revenue customer relationships.
Advanced experience in renewals, retention, commercial negotiations, RFP/RFQ response, and contract execution.
Strong commercial judgment and ability to evaluate customer, contractual, operational, and financial tradeoffs.
Executive-level communication, presentation, negotiation, and facilitation skills.

Nice To Haves

Significant digital or communications infrastructure experience is preferred.
Experience in carrier, public-sector, K-12, E-Rate, or other procurement-intensive environments is preferred where relevant to the assignment.

Responsibilities

Develop and maintain operational and executive relationships appropriate to the complexity of the assigned portfolio.
Develop multi-year account, renewal, and network plans informed by customer health, utilization, contract position, competitive risk, and financial exposure.
Lead complex, multi-service or multi-location renewals, RFP/RFQ responses, and executive business reviews.
Develop and negotiate save, replacement, portability, migration, network-redesign, relocation, decommission, and contract-restructuring strategies.
Manage material churn forecasts and mitigation plans while balancing customer outcomes with pricing discipline, term, margin, capital recovery, and long-term account value.
Coordinate complex decisions across Sales, Sales Engineering, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, and Operations.
Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and correct revenue treatment.
Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards.