Technical 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.

Zayo is seeking a Technical Account Manager to be responsible for managing key aspects of post-sales network delivery, including circuit and cable inventory, close-out documentation, and technical alignment between network infrastructure and customer requirements. This role serves as a cross-functional liaison between project managers, engineering teams, and field operations to ensure timely and accurate service deployment while supporting our top financial customers.

Location: This role will consider applicants that currently reside in the continental United States. Preference is in the Central and Eastern Time Zones.

Responsibilities:

Account Plan Management

• Maintain and update customer account plans to reflect current activities, strategic goals, and communication history.
• Opening account issues within two business days of receiving notification that the close-out package is ready, to ensure timely resolution and customer alignment.
• Oversee close-out packages by documenting accurate dates, capturing customer acceptance or rejection, and addressing all action items.
• Ensure visibility for internal teams by documenting customer engagement, satisfaction levels, and proactive service efforts.
• Collaborate with customer-facing teams to track and report progress on key milestones.
• Document customer communications in the account plan, including meeting attendees, key takeaways, action items, and weekly customer temperature updates.

Circuit and Cable Inventory Management

• Maintain and update inventory records for all active and planned network circuits and cabling.
• Conduct regular audits to ensure accuracy and alignment with physical infrastructure.

Close-Out Package Oversight

• Review and finalize project close-out packages, ensuring all required documentation is accurate and complete.
• Edit and validate network design documents and KMZ files to reflect final installations.

Post-Sales Technical Support

• Provide technical support during the implementation phase to align network builds with customer locations and expectations.
• Troubleshoot discrepancies and support service validation and handoff to customers.
• Manage customer-requested design changes post-sales, ensuring alignment with technical requirements and timely implementation.

Network Diagram Review

• Review completed network diagrams submitted by fiber engineering.
• Ensure accuracy and alignment with the original pre-sales design to maintain design integrity and performance expectations.

Cross-Functional Collaboration

• Work closely with Service Delivery Project Managers (SD PMs), fiber engineers, Outside Plant (OSP) Project Managers, and field technicians.
• Serve as the coordination point for resolving implementation issues and ensuring project milestones are met.

Qualifications:

• Bachelor's degree (B.A.) from four-year College or University.
• Minimum of five (5) years’ project or program management experience, engineering and design experience. 
• Experience with telecom circuit design, fiber infrastructure, or network implementation.
• Proficiency with design tools (e.g., KMZ, Visio) and inventory databases.
• Expert level of familiarity with MS Excel/PowerPoint/Word.
• Strong communication and project coordination skills.
• Familiarity with fiber construction processes and field operations is a plus.
• Experience with Salesforce is a plus.

Estimated Base Salary Range: $68,100.00 - $104,700.00 USD/annually.

The base pay range sh