Customer Account Manager-SLED

Zayo is seeking a Customer Account Manager – SLED to lead post-implementation relationships and recurring-revenue strategy for large Public Sector and Education accounts. The role manages renewals, retention, churn risk, and expansion while coordinating customer needs and procurement requirements with Sales and cross-functional teams.

Responsibilities:

• Develop and maintain strong operational, commercial, and executive relationships with Public Sector and Education customers and their account teams
• Develop multi-year account, renewal, and network plans informed by customer priorities, service needs, contract position, funding cycles, procurement timelines, competitive risk, and financial exposure
• Own revenue protection, churn management, renewal execution, and expansion strategy for assigned accounts
• Lead complex, multi-service, multi-location, or multi-year renewals, RFP/RFQ responses, and executive business reviews
• Develop and execute customer strategies aligned to E-rate funding cycles, eligible service categories, RFP timelines, budget cycles, and procurement requirements
• Identify and advance growth opportunities in partnership with Sales by understanding customer infrastructure needs, funding availability, upcoming procurements, technology initiatives, and service expansion opportunities
• Navigate and leverage state contract vehicles, cooperative purchasing programs, education consortiums, and other public-sector procurement mechanisms to support renewals and growth
• Manage material churn forecasts and mitigation plans while balancing customer outcomes with pricing discipline, contract terms, margin, capital recovery, and long-term account value
• Develop and negotiate save, replacement, portability, migration, network-redesign, relocation, decommission, and contract-restructuring strategies appropriate to the customer and procurement environment
• Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and appropriate revenue treatment
• Coordinate complex customer requirements and decisions across Sales, Sales Engineering, Finance, Billing, Legal, Deal Management, Service Assurance, Service Delivery, Product, and Operations
• Serve as a knowledgeable customer advisor on Zayo services and their alignment to Public Sector and Education requirements, procurement processes, and funding programs
• Monitor changes in relevant funding, procurement, and market conditions and translate those changes into actionable account strategies
• Lead customer business reviews and executive engagements focused on service performance, business priorities, upcoming procurements, renewal readiness, funding opportunities, and future network requirements
• Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards, particularly for Public Sector and Education accounts

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 SLED accounts, including public-sector, government, education, K-12, higher education, or similarly procurement-intensive organizations
• Demonstrated experience managing complex, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles
• Demonstrated expertise in the E-rate program, including the ability to align Zayo services and customer strategies with E-rate funding cycles, eligible service categories, application timelines, and related procurement requirements
• Strong understanding of SLED procurement processes, including RFP/RFQ development, formal bid 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
• Executive-level communication, presentation, negotiation, and facilitation skills, with the ability to build credibility across customer stakeholders ranging from operational users to senior decision makers
• Strong analytical, organizational, project-management, and problem-solving skills, with the ability to manage complex timelines and multiple competing priorities
• Ability to work effectively across Sales, Sales Engineering, Finance, Legal, Operations, Service Delivery, Product, and other cross-functional teams
• Significant telecommunications / digital infrastructure experience preferred
• Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Education, or a related field preferred