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.

Responsibilities

·   Independently own revenue protection, churn management and renewal execution for assigned accounts.

·   Develop and execute account and renewal plans using customer health, risk, service inventory, utilization, contract status and upcoming expirations.

·   Lead standard and moderately complex renewals, pricing discussions and RFP/RFQ responses for existing recurring revenue.

·   Lead customer business reviews and account meetings focused on service performance, priorities, renewal readiness and future needs.

·   Forecast churn, identify root causes of risk and coordinate save, replacement, portability or other mitigation actions.

·   Apply pricing, credit, ETL, contract and order-type controls independently within established authority and approval thresholds.

·   Identify and qualify upsell, cross-sell, replacement and technology-upgrade opportunities in partnership with Sales.

·   Coordinate cross-functional customer issues and maintain clear communication until the accountable owner completes resolution.

Experience and minimum requirements

·   Typically, 5+ years of experience in Customer Retention, Account Management, Client Services, Sales or a comparable customer-facing role.

·   Digital / communications infrastructure experience preferred.

·   Demonstrated experience managing renewals, revenue retention, customer negotiations and contract execution.

·   Working knowledge of churn, gross and net revenue retention, renewal rate and discount performance.

·   Strong communication, presentation, analytical, organizational, negotiation and project-management skills.

·   Ability to manage multiple priorities independently and work effectively across functions.

Estimated Base Salary Range: $75,390 - $107,700 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.