Customer Account Manager – SLED

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

📋 Description

• Oversee post-implementation customer relationships, recurring revenue strategies, and customer retention for substantial and intricate Public Sector and Education accounts.

• Establish and sustain operational, commercial, and executive relationships with clients and account teams.

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

• Take responsibility for revenue safeguarding, churn management, renewal execution, and expansion strategies.

• Direct complex renewals, respond to RFP/RFQ, and conduct 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 Sales.

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

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

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

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

• Coordinate customer needs and decisions across cross-functional teams.

• Advise clients on Zayo services and their alignment with Public Sector and Education requirements, procurement processes, and funding programs.

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

• Lead customer business reviews and executive engagements.

• Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards.

⛳️ Requirements

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

• Proven success in managing large, complex SLED accounts, including public-sector, government, education, K-12, higher education, or similarly procurement-intensive organizations.

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

• Proven expertise in the E-rate program, including the capability to align Zayo services and customer strategies with E-rate funding cycles, eligible service categories, application timelines, and relevant procurement requirements.

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

• Familiarity with state and local government purchasing environments and the ability to navigate 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 experience in telecommunications/digital infrastructure is preferred.

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

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

• Ability to manage complex timelines and multiple competing priorities.

• Ability to effectively collaborate with 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 is preferred.

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

🏝️ Benefits

• Non-sales positions may qualify for participation in a discretionary annual incentive program.

• Sales roles may be eligible to join a sales incentive program.

• Health insurance coverage.

• Life insurance options.

• Disability retirement plans.

• Paid time off benefits.

• Comprehensive Health, Dental & Vision Insurance.

• Retirement 401(k) Savings Plan.

• Generous paid time off policy, including paid parental leave.