Customer Account Manager, SLED

Company DescriptionZayo 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 Customer Account Manager – SLED responsible for leading the post-implementation customer relationship, recurring-revenue strategy, and customer continuity for large and complex Public Sector and Education accounts, including state and local government agencies, K-12 school districts, higher education institutions, and related public-sector organizations. This role serves as a strategic customer partner and revenue steward, managing renewals, retention, churn risk, expansion opportunities, and complex customer requirements across Zayo's services. The CAM works closely with Sales and cross-functional partners to align customer priorities, procurement requirements, funding cycles, and network needs with Zayo's capabilities. The role requires strong knowledge of the SLED market and the ability to navigate complex procurement environments, including E-rate funding cycles, RFP/RFQ processes, state contract vehicles, cooperative purchasing programs, and education consortiums. The CAM is expected to translate these market and procurement dynamics into proactive account, renewal, and growth strategies. Location: This remote work position will consider applicants that reside in the continental United States. ResponsibilitiesDevelop 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. QualificationsTypically, 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 cu