Customer Account Manager

🔥 2 minutes ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – 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

• Develop and maintain operational, commercial, and executive relationships with Public Sector-Federal customers and account teams • Develop multi-year account, renewal, and network plans • Own revenue protection, churn management, renewal execution, and expansion strategy • Lead complex renewals, RFP/RFQ responses, and executive business reviews • Develop and execute customer strategies aligned to agency missions, technology roadmaps, budgets, acquisition plans, and Zayo capabilities • Identify and advance growth opportunities with Sales • Navigate Federal contract vehicles, cooperative purchasing programs, Federal consortiums, and other procurement mechanisms • Manage churn forecasts and mitigation plans while balancing customer outcomes, pricing discipline, contract terms, margin, capital recovery, and 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 across Sales, Sales Engineering, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, and Operations • Serve as a customer advisor on Zayo services and Public Sector/Federal requirements, procurement processes, and funding programs • Monitor funding, procurement, and market conditions and translate changes into account strategies • Lead customer business reviews and executive engagements • 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 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 • Experience managing complex Federal opportunities from qualification and RFI/RFP response through proposal, negotiation, award, and implementation handoff • Experience leveraging Federal contract vehicles and acquisition pathways, including GWACs, IDIQs, BPAs, GSA MAS, NASA SEWP, and task orders • 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 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 cross-functional teams • Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Federal, or a related field preferred • Willingness and ability to travel based on customer and business needs

🏖️ Benefits

• Health insurance • Life insurance • Disability retirement plans • Paid time off • Paid parental leave • Excellent dental insurance • Excellent vision insurance • Retirement 401(k) Savings Plan