Customer Account Manager-FED

Zayo Group • Remote - DC, DC

10d • $75,390 - $107,700

About The Position

Zayo is seeking a Customer Account Manager, Federal to lead post-implementation customer relationships, recurring-revenue strategy, and continuity for large and complex Public Sector Federal accounts, including U.S. Federal Civilian departments and institutions and related public-sector organizations. The role serves as a strategic customer partner and revenue steward, managing renewals, retention, churn risk, expansion opportunities, and complex customer requirements across Zayo’s services. The CAM 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 knowledge of the U.S. Federal public-sector market and the ability to navigate complex procurement environments, including RFP/RFQ processes, Federal contract vehicles, cooperative purchasing programs, and complex Federal pursuit activities. The CAM translates market and procurement dynamics into proactive account, renewal, and growth strategies. The role also leads customer and executive engagements, coordinates complex requirements across internal teams, and mentors less-experienced CAMs.

The position requires travel based on customer and business needs. The estimated annual base salary range is $75,390–$107,700 USD. Compensation may vary based on factors including geographic location, experience, skills, certifications, and business needs. The role may be eligible for certain benefits, including health insurance, life insurance, disability and retirement plans, and paid time off. Sales roles may be eligible to participate in a sales incentive plan.

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 Federal accounts, including Public-Sector and Federal government, or similarly procurement-intensive organizations.
• Demonstrated experience managing complex, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles.
• Strong understanding of Federal procurement processes, including RFP/RFQ development, formal bid processes, state contract vehicles, cooperative purchasing programs, and education consortiums.
• Familiarity with Federal 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 with stakeholders 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 or digital infrastructure experience.
• Bachelor’s degree or equivalent experience in Business, Sales, Public Administration, Federal, or a related field.

Responsibilities

• Develop and maintain operational, commercial, and executive relationships with Public Sector Federal 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 with agency missions, technology roadmaps, budgets, acquisition plans, and Zayo capabilities.
• 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 Federal contract vehicles, cooperative purchasing programs, Federal 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.
• Serve as a knowledgeable customer advisor on Zayo services and their alignment to Public Sector and Federal requirements, procurement processes, and funding programs.
• Monitor changes in relevant funding, procurement, and market conditions and translate them 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 Federal accounts.
• Manage complex Federal opportunities from qualification and RFI/RFP response through proposal, negotiation, award, and implementation handoff.
• Work with appropriate internal teams to leverage Federal contract vehicles and acquisition pathways, including GWACs, IDIQs, BPAs, GSA MAS, NASA SEWP, and task orders.

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 and retirement plans, and paid time off.
• 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