Regional Manager Account Management

The Regional Manager of Account Management is responsible for building and effectively managing a high-performing team of Account Managers and Property Support Specialists in the region to ensure the delivery of contractual commitments. The incumbent creates and executes strategies to increase Hotwire services' awareness and penetration to develop long-term customer relationships while maintaining high levels of customer satisfaction.

RESPONSIBILITIES:

• Build a high-performing team of Account Managers and/or Property Support Specialists.
• Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction.
• Perform management responsibilities in accordance with the organizations policies and applicable laws; responsibilities include interviewing and training employees; planning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Partner with the Launch Account Management team to ensure that all new projects are transitioned successfully to daily operations.
• Ensure team members are regularly trained and updated on products and services, changes in policies/procedures and the art of providing White Glove Customer Service.
• Develop trusted, long-term relationships with board members, property managers and residential customers at assigned communities to ensure support systems are meeting/exceeding customer expectations. Regularly check the customer satisfaction of board members, property management staff and VIP customers.
• Oversee the development and implementation of community specific support strategies. Monitor results and manage key metrics at each community to maintain and improve customer satisfaction.
• Deliver training and host promotional activities at assigned communities to promote awareness and penetration of products and services.
• Partner effectively with other departments, including Construction, Launch, Installation, Field Service, Customer Service, Marketing, Dispatch, etc. to help minimize escalations, repeat trouble calls and customer dissatisfaction.
• Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and our brand is being professionally represented at all times.
• Attend and speak at Town Hall, Condominium, HOA and Community Events as needed.
• Requires the consistent use of independent judgement over matters of significance.
  
  

QUALIFICATIONS:

• To perform this job successfully, an individual must be able perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Bachelor's Degree in business, or appropriate equivalent from an accredited university.
• An entrepreneurial spirit and willingness to roll up his/her sleeves, be "hands-on", and do whatever it takes to get the job done.
• Minimum five years of successful, customer facing team leadership experience in the hospitality, telecom or property management industry.
• Exceptional interpersonal and verbal communication skills.
• Natural team player with unquestioned integrity and business ethics.
• Solid business acumen, management, analytical, and problem-thinking skills.
• Bilingual (English / Spanish) a strong preference.
• Must have a State issued, active and clean, non-restrictive, state issued driver's license.
• Ability and willingness to work a flexible Full-Time schedule that may include weekends and holidays.
  
  

BENEFITS:

Hotwire Communications has paved the way in fiber optic telecommunications for over two decades, offering our partners high-speed internet, cable, phone, and security service. As we expand nationwide, we are looking for innovators who are passionate about technology and serving their community. And since our employees care about their work, we make sure we take care of them with:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks