Customer Account Manager – FED

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

📋 Description

• Establish and nurture operational, commercial, and executive relationships with Public Sector–Federal customers and account teams.

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

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

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

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

• Identify and promote growth opportunities in collaboration with Sales.

• Navigate Federal contract vehicles, cooperative purchasing programs, Federal consortiums, and public-sector procurement methods.

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

• Develop and negotiate strategies related to save, replacement, portability, migration, network redesign, relocation, decommissioning, and contract restructuring.

• Provide senior commercial insights 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.

• Advise customers on Zayo services, ensuring alignment with Public Sector and Federal requirements, procurement processes, and funding programs.

• Monitor funding, procurement, and market conditions, adapting account strategies accordingly.

• Lead customer business reviews and executive interactions.

• Mentor junior CAMs and contribute to renewal playbooks, training, negotiation practices, and operational standards.

⛳️ Requirements

• Generally, 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 success in managing large, complex Federal accounts, including Public-Sector and Federal government entities, or similarly procurement-heavy organizations.

• Experience in managing intricate, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles.

• Proficient in handling complex Federal opportunities from qualification and RFI/RFP responses through proposal, negotiation, award, and implementation handoff.

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

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

• Familiar with Federal government purchasing environments and complex procurement, contracting, budgeting, and approval processes.

• Advanced experience 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/digital infrastructure is preferred.

• Excellent communication, presentation, negotiation, and facilitation skills at the executive level.

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

• Competent in managing complex timelines and multiple competing priorities.

• Ability to collaborate 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, Federal, or a related field is preferred.

• Willingness and capability to travel based on customer and business needs.

🏝️ Benefits

• 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.