Customer Account Manager

Zayo Group

12d•$98,000 - $140,000•Remote

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises. Zayo is seeking a Customer Account Manager responsible for Zayo’s most strategic post-implementation customer relationships and recurring-revenue portfolios. 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.

Requirements

Typically 10+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales or a comparable customer-facing role.
Extensive digital / communications infrastructure experience required or strongly preferred based on account assignment.
Depending on the accounts to be assigned: 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 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 to 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 the customer organization.
Lead the highest-complexity 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; shape renewal practices, playbooks, controls, executive reporting and operating standards.