[Remote] Senior Customer Account Manager

Note: The job is a remote job and is open to candidates in USA. Zayo Group LLC is hiring a Senior Customer Account Manager to lead strategic post-implementation customer relationships and recurring-revenue portfolios. The role advises hyperscalers and large carriers on lifecycle strategy, executive governance, renewals, churn mitigation, and complex network and contract decisions.

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

Skills

• Typically 10+ years of experience in Customer Retention, Strategic Account Management, Client Services, Sales or a comparable customer-facing role
• 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
• Extensive digital / communications infrastructure experience required or strongly preferred based on account assignment

Benefits

• Remote work position for applicants residing in the continental United States
• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Company Overview

Company H1B Sponsorship