Customer Account Manager – SLED

Zayo Group

. Lead post-implementation customer relationships, recurring-revenue strategy, and customer continuity for large and complex Public Sector and Education accounts .

Posted 10/26/2026full-timeRemote • New York • United StatesMid-LevelSenior💰 $75,390 - $107,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer relationships within the Public Sector and Education, focusing on revenue protection, churn management, and strategic account planning. Proficient in navigating procurement processes and aligning customer strategies with funding cycles and eligibility requirements.

Highest-signal resume keywords

Customer RetentionStrategic Account ManagementE-Rate Program ExpertiseRFP/RFQ DevelopmentComplex Negotiations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Revenue ProtectionChurn ManagementContract ExecutionRenewal PerformanceBudgetingTelecommunications ExperienceAnalytical SkillsProject ManagementProblem-SolvingNegotiation Skills

Soft Skills

Executive-Level CommunicationPresentation SkillsFacilitation SkillsOrganizational SkillsAbility to Manage Competing Priorities

Industry Keywords

Public SectorEducationSLED AccountsCooperative Purchasing ProgramsState Contract VehiclesFunding ProgramsProcurement ProcessesClient ServicesSales EngineeringCross-Functional Teams

Tech Stack

Tools & technologies

ETL

About the role

Key responsibilities & impact

Lead post-implementation customer relationships, recurring-revenue strategy, and customer continuity for large and complex Public Sector and Education accounts
Develop and maintain operational, commercial, and executive relationships with customers and account teams
Develop multi-year account, renewal, and network plans
Own revenue protection, churn management, renewal execution, and expansion strategy
Lead complex 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
Navigate state contract vehicles, cooperative purchasing programs, education consortiums, and other public-sector procurement mechanisms
Manage churn forecasts and mitigation plans while balancing customer outcomes, 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
Provide senior commercial judgment on credits, ETL, portability, contract exceptions, rate increases, renewal pricing, and revenue treatment
Coordinate customer requirements and decisions across cross-functional teams
Advise customers on Zayo services and their alignment to Public Sector and Education requirements, procurement processes, and funding programs
Monitor funding, procurement, and market conditions and translate changes into account strategies
Lead customer business reviews and executive engagements
Mentor less-experienced CAMs and contribute to renewal playbooks, training, negotiation practices, and operating standards

Requirements

What you’ll need

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
Significant telecommunications / digital infrastructure experience preferred
Executive-level communication, presentation, negotiation, and facilitation skills
Strong analytical, organizational, project-management, and problem-solving skills
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
Bachelor's degree or equivalent experience in Business, Sales, Public Administration, Education, or a related field preferred
Willingness and ability to travel based on customer and business needs

Benefits

Comp & perks

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
Health insurance
Life insurance
Disability retirement plans
Paid time off
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave