Customer Account Manager-SLED

Zayo Group • Remote - NY, NY

2d • $75,390 - $107,700

About The Position

Zayo is seeking a Customer Account Manager – SLED to lead post-implementation customer relationships, recurring-revenue strategy, and customer continuity for large and complex Public Sector and Education accounts. These customers include state and local government agencies, K-12 school districts, higher education institutions, and related public-sector organizations.

The role is a strategic customer partner and revenue steward, responsible for renewals, retention, churn risk, expansion opportunities, and complex customer requirements across Zayo services. The Customer Account Manager works with Sales and cross-functional partners to align customer priorities, procurement requirements, funding cycles, and network needs with Zayo’s capabilities. The position requires strong SLED market knowledge and the ability to navigate E-rate funding cycles, RFP/RFQ processes, state contract vehicles, cooperative purchasing programs, and education consortiums, translating these dynamics into proactive account, renewal, and growth strategies.

Requirements

• Typically 6+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales, or a comparable customer-facing role; senior assignments typically require 8+ years.
• Demonstrated success managing large, complex SLED accounts, including public-sector, government, education, K-12, higher education, or similarly procurement-intensive organizations.
• Demonstrated experience managing complex, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles.
• Expertise in the E-rate program, including aligning services and customer strategies with funding cycles, eligible service categories, application timelines, and related procurement requirements.
• Strong understanding of SLED procurement processes, including RFP/RFQ development, formal bid processes, state contract vehicles, cooperative purchasing programs, and education consortiums.
• Familiarity with state and local government purchasing environments and the 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 among customer stakeholders ranging from operational users to senior decision makers.
• Strong analytical, organizational, project-management, and problem-solving skills, with the ability to manage complex timelines and multiple competing priorities.
• Ability to work effectively across Sales, Sales Engineering, Finance, Legal, Operations, Service Delivery, Product, and other cross-functional teams.
• Willingness and ability to travel based on customer and business needs.

Nice To Haves

• Significant telecommunications / digital infrastructure experience preferred.
• Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Education, or a related field preferred.

Responsibilities

• Develop and maintain operational, commercial, and executive relationships with Public Sector and Education customers and their account teams.
• Develop multi-year account, renewal, and network plans informed by 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 to E-rate funding cycles, eligible service categories, RFP timelines, budget cycles, and procurement requirements.
• 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 state contract vehicles, cooperative purchasing programs, education 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 save, replacement, portability, migration, network-redesign, relocation, decommission, and contract-restructuring strategies appropriate to the customer and procurement environment.
• Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and appropriate 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 to Public Sector and Education requirements, procurement processes, and funding programs.
• Monitor changes in relevant funding, procurement, and market conditions and translate those changes into actionable account strategies.
• Lead customer business reviews and executive engagements focused on 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 Education accounts.

Benefits

• Excellent health, dental, and vision insurance.
• Retirement 401(k) savings plan.
• Generous paid time off policy, including paid parental leave.
• The position may be eligible for health insurance, life insurance, disability retirement plans, and paid time off.
• Non-sales roles may be eligible to participate in a discretionary annual incentive plan; sales roles may be eligible to participate in a sales incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed