Customer Account Manager, Federal

About this role

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 Customer Account Manager, Federalresponsible for leading the post-implementation customer relationship, recurring-revenue strategy, and customer continuity for large and complex Public Sector Federal accounts, including U.S. Federal Civilian departments and 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 Public Sector – U.S. Federal market and the ability to navigate complex procurement environments, including RFP/RFQ processes, Federal contract vehicles, cooperative purchasing programs, and complex Federal pursuit activities. 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.

MUST BE A U.S. CITIZEN - This position requires the selected candidate to possess the ability to obtain a Secret Clearance.

Responsibilities

• Develop and maintain strong operational, commercial, and executive relationships with Public Sector - Federal 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 agency missions, technology roadmaps, budgets, acquisition plans, and Zayo capabilities.

• 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 Federal contract vehicles, cooperative purchasing programs, Federal 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 Federal 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 Federal accounts.

Qualifications

• 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 Federal accounts, including Public-Sector and Federal government, or similarly procurement-intensive organizations.

• Demonstrated experience managing complex, strategic, or high-revenue customer relationships with multiple stakeholders and extended buying cycles.

• Manage complex Federal opportunities from qualification and RFI/RFP response through proposal, negotiation, award, and implementation handoff.

• Work with appropriate internal teams to leverage Federal contract vehicles and acquisition pathways, including GWACs, IDIQs, BPAs, GSA MAS, NASA SEWP, and task orders.

• Strong understanding of Federal procurement processes, including RFP/RFQ development, formal bid processes, state contract vehicles, cooperative purchasing programs, and education consortiums.

• Familiarity with Federal 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…