Customer Account Manager

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Cultivate and sustain operational, commercial, and executive relationships with Public Sector-Federal clients and account teams.

• Formulate multi-year account strategies, renewal processes, and network plans.

• Take ownership of revenue protection, churn management, renewal execution, and expansion initiatives.

• Oversee intricate renewals, RFP/RFQ submissions, and executive-level business reviews.

• Create and implement customer strategies that align with agency missions, technology roadmaps, budgets, acquisition plans, and Zayo's capabilities.

• Identify and pursue growth opportunities in collaboration with the Sales team.

• Navigate Federal contract vehicles, cooperative purchasing programs, Federal consortiums, and various procurement methods.

• Manage churn forecasts and mitigation strategies while balancing customer outcomes, pricing discipline, contract conditions, margins, capital recovery, and account value.

• Develop and negotiate strategies for saving, replacement, portability, migration, network redesign, relocation, decommissioning, and contract restructuring.

• Provide senior commercial expertise on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and revenue management.

• Coordinate customer requirements across Sales, Sales Engineering, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, and Operations.

• Act as a customer advisor on Zayo services, Public Sector/Federal requirements, procurement processes, and funding programs.

• Track funding, procurement, and market conditions to adapt account strategies accordingly.

• Lead customer business reviews and executive interactions.

• Mentor junior Customer Account Managers (CAMs) and contribute to the development of renewal playbooks, training materials, negotiation practices, and operating standards.

⛳️ Requirements

• Generally, a minimum of 6+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales, or a similar customer-facing role; senior positions typically require 8+ years.

• Proven track record in managing large, complex Federal accounts, including Public-Sector and Federal government or similarly procurement-intensive organizations.

• Demonstrated experience in managing intricate, strategic, or high-revenue customer relationships involving multiple stakeholders and lengthy buying processes.

• Experience overseeing complex Federal opportunities from qualification and RFI/RFP response to proposal, negotiation, award, and implementation transition.

• Familiarity with leveraging Federal contract vehicles and acquisition pathways, including GWACs, IDIQs, BPAs, GSA MAS, NASA SEWP, and task orders.

• Strong comprehension of Federal procurement procedures, encompassing RFP/RFQ development, formal bidding processes, state contract vehicles, cooperative purchasing programs, and educational consortiums.

• Understanding of Federal government purchasing environments and intricate procurement, contracting, budgeting, and approval processes.

• Advanced expertise in renewals, retention, commercial negotiations, RFP/RFQ responses, contract execution, and revenue preservation.

• Solid understanding of churn, gross and net revenue retention, renewal performance, discount performance, and recurring revenue management.

• Significant experience in telecommunications or digital infrastructure is preferred.

• Proficient executive-level communication, presentation, negotiation, and facilitation skills.

• Strong analytical, organizational, project management, and problem-solving abilities.

• Capability to manage complex timelines and numerous competing priorities.

• Ability to collaborate effectively across cross-functional teams.

• Bachelor’s degree or equivalent experience in Business, Sales, Public Administration, Federal, or a related field is preferred.

• Willingness and ability to travel according to customer and business requirements.

🏝️ 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