Customer Account Manager

Zayo Group

13d•$98,000 - $140,000

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 position owns multi-year lifecycle, renewal, retention, and revenue-protection strategies for assigned accounts. It requires integrating customer network plans, capacity needs, utilization, service performance, contract position, and financial exposure into actionable strategies, while coordinating cross-functional execution and executive escalations. The Customer Account Manager also identifies expansion and technology opportunities with Sales and helps shape renewal practices, playbooks, controls, reporting, and operating standards.

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 based 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.