Senior Customer Account Manager

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Senior Customer Account Manager responsible for Zayo’s most strategic post-implementation customer relationships and recurring-revenue portfolios. Serves as the principal lifecycle and commercial advisor for hyperscalers and the largest carriers, leading executive governance, high-stakes renewals, material churn mitigation and complex network and contract decisions across products, geographies and internal functions.

Location: This remote work position will consider applicants that reside in the continental United States.

Responsibilities

• Own the multi-year lifecycle, renewal, retention and revenue-protection strategy for assigned strategic accounts. 

• Build and maintain senior executive, commercial, technical and operational relationships across the customer organization. 

• Lead the highest-complexity renewals, contract negotiations, RFP/RFQ responses, network transitions and customer governance forums. 

• Integrate customer network plans, capacity needs, utilization, service performance, contract position and financial exposure into actionable account strategies. 

• Lead material churn-risk mitigation and advise on pricing, term, margin, capital recovery, credits, ETL, portability, exceptions and order treatment. 

• Orchestrate cross-functional execution and executive escalations while maintaining accountability with the rightful functional owner. 

• Identify strategic expansion and technology opportunities and partner with Sales to advance them. 

• Serve as a subject-matter expert and mentor; shape renewal practices, playbooks, controls, executive reporting and operating standards. 

Qualifications

• Typically 10+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales or a comparable customer-facing role. 

• Extensive digital / communications infrastructure experience required or strongly preferred based on account assignment. 

• Depending on the accounts to be assigned: Demonstrated success leading hyperscale, large-carrier or similarly complex and high-revenue customer relationships. 

• Proven ability to lead complex commercial negotiations and protect material recurring revenue. 

• Advanced financial, contractual, technical and operational judgment, including network architecture and customer operating environments. 

• Exceptional executive communication, facilitation, influence and cross-functional leadership skills. 

• Ability to lead enterprise-wide initiatives without direct authority and to mentor senior peers. 

Estimated base salary range: $98,000 - $140,000 USD/annually.

#LI-Remote

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.