Customer Account Manager – SLED

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the post-implementation customer relationship, recurring-revenue strategy, and customer continuity for large and intricate Public Sector and Education accounts.

• Establish and nurture operational, commercial, and executive relationships with Public Sector and Education clients and account teams.

• Create and sustain multi-year account, renewal, and network strategies.

• Take charge of revenue protection, churn management, renewal execution, and expansion strategies for assigned accounts.

• Lead complex renewals that involve multiple services, locations, or years, alongside RFP/RFQ submissions and executive business reviews.

• Formulate and implement customer strategies that align with E-rate funding cycles, eligible service categories, RFP timelines, budget cycles, and procurement requirements.

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

• Navigate various public-sector procurement mechanisms including state contract vehicles, cooperative purchasing programs, and education consortiums.

• Manage churn forecasts and mitigation strategies while balancing customer outcomes with pricing discipline, contract terms, margins, capital recovery, and long-term account value.

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

• Exercise senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and revenue treatment.

• Coordinate intricate 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 and their alignment with Public Sector and Education needs, procurement processes, and funding programs.

• Monitor funding, procurement, and market conditions, translating changes into actionable account strategies.

• Lead customer business reviews and executive engagements.

• Mentor less-experienced CAMs and contribute to the development of renewal playbooks, training, negotiation practices, and operating 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 SLED accounts, encompassing public-sector, government, education, K-12, higher education, or similarly procurement-intensive organizations.

• Demonstrated experience in handling complex, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles.

• Expertise in the E-rate program, including E-rate funding cycles, eligible service categories, application timelines, and associated procurement requirements.

• Strong grasp of SLED procurement processes, such as RFP/RFQ development, formal bidding processes, state contract vehicles, cooperative purchasing programs, and education consortiums.

• Familiarity with state and local government purchasing environments along with complex procurement, contracting, budgeting, and approval processes.

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

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

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

• Capability to manage complex timelines and multiple competing priorities.

• Ability to collaborate effectively with Sales, Sales Engineering, Finance, Legal, Operations, Service Delivery, Product, and other cross-functional teams.

• A Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Education, or a related field is preferred.

• Willingness and ability to travel as required by customer and business needs.

🏝️ Benefits

• Health insurance

• Life insurance

• Disability retirement plans

• Paid time off

• Paid parental leave

• Dental insurance

• Vision insurance

• Retirement 401(k) Savings Plan