Customer Account Manager – SLED

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $75.4k - $107.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Zayo Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📦 Logistics

💼 Consulting

🏥 Healthcare

💰 $92.9M Grant on 2023-06

Logistics • Consulting • Healthcare

Zayo Group is a leading global provider of communication infrastructure services, offering a wide range of products and services including fiber & transport, network connectivity, mobile infrastructure, private networks, and various managed services like SD-WAN and security solutions. Zayo's extensive network spans over 145,000 route miles of fiber and connects over 1,500 data centers worldwide. Its services cater to various industries including education, finance, healthcare, retail, media & entertainment, and more, helping businesses achieve scalable and secure connectivity solutions. With a focus on innovation and customer success, Zayo continuously invests in network expansion and service delivery excellence.

📋 Description

• Lead the post-implementation customer relationship, recurring-revenue strategy, and customer continuity for large and complex Public Sector and Education accounts • Develop and maintain operational, commercial, and executive relationships with Public Sector and Education customers and account teams • Develop multi-year account, renewal, and network plans based on 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, and 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 infrastructure needs, funding availability, procurements, technology initiatives, and service expansion opportunities • Navigate state contract vehicles, cooperative purchasing programs, education consortiums, and other public-sector procurement mechanisms • Manage churn forecasts and mitigation plans while balancing customer outcomes, 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 • Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and revenue treatment • Coordinate 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 funding, procurement, and market conditions and translate changes into actionable account strategies • Lead customer business reviews and executive engagements focused on service performance, business priorities, procurements, renewal readiness, funding opportunities, and future network requirements • Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards

🎯 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 • Demonstrated expertise in the E-rate program, including E-rate 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 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 • Significant telecommunications / digital infrastructure experience preferred • Executive-level communication, presentation, negotiation, and facilitation skills • Strong analytical, organizational, project-management, and problem-solving skills • 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 • Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Education, or a related field preferred • Willingness and ability to travel based on customer and business needs

🏖️ Benefits

• 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 • Health insurance • Life insurance • Disability retirement plans • Paid time off • Excellent Health, Dental & Vision Insurance • Retirement 401(k) Savings Plan • Generous paid time off policy including paid parental leave • Reasonable accommodation during the employment selection process • Equal employment opportunity and protected-group protections