Hotwire Communications

  • Director, Residential Account Management

    Job Locations US-FL-Naples
    Posted Date 5 months ago(6/13/2018 1:33 PM)
    Job ID
    # of Openings
    Account Management
  • Who We Are

    Come power the future with us!

    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

    And that leadership continues.

    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    As part of our rapid growth in residential services, Hotwire Communications is looking to hire a top performing Director of Account Management for the Southwest Florida market. The ideal candidate will have a deep understanding of the dynamics of residential HOA communities in Southwest Florida and successful account management team leadership experience in the segment. This role reports to the Senior Vice President and General Manager of Southwest Florida with responsibility for building and effectively managing a high-performing team of Account Managers and Property Support Specialists across his/her assigned residential HOA communities. Specific accountabilities include daily team leadership and personal involvement to deliver on contractual commitments, creating and executing strategies to increase Hotwire services awareness and penetration, developing long-term customer relationships and maintaining high levels of customer satisfaction.


    Essential Duties/ Responsibilities

    • Achieve assigned account management objectives for assigned residential communities
    • Build a high-performing team of residential Account Managers and Property Support Specialists by attracting, recruiting and retaining top talent
    • Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction
    • Ensure team members are regularly trained and updated on Hotwire products and services, changes in Hotwire 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 Hotwire products and services
    • Identify and recommend process improvement ideas to improve hand-off from launch phase to account management phase for new properties
    • 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 the Hotwire brand is being professionally represented at all times
    • Attend board meetings, property management meetings, community events, trade shows and key property presentations
    • Immediately assist in resolving escalations, issues or complaints related to performance of Account Managers, Property Support Specialists or other customer impacting personnel
    • Monitor and track competitive changes in the market and provide intelligence to Sales and Marketing to help identify market growth opportunities
    • Maintain a strong working knowledge of Hotwire internet, voice, video and home security applications and service offerings
    • Assist with outstanding collections efforts to help ensure accounts receivable are current
    • Perform general leadership and management duties inherent in all supervisory and professional positions, along with other duties and special projects as assigned by management
    • Promote a positive and motivational work environment
    • Drive long-term growth and build sustainable value for Hotwire Communications
    • Maintain a punctual and consistent leadership presence

    What You Need to Bring

    • Minimum five years of successful, customer facing team leadership experience in the telecom industry
    • Undergraduate degree is preferred
    • Account management team leadership experience in the residential HOA community segment preferred
    • Demonstrated ability to attract and recruit top talent and build high-performing teams
    • Experience working effectively across diverse functional departments within a company
    • Excellent verbal and written communication skills
    • Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook email)
    • Must be located in Naples/Fort Myers area and be willing to travel within the southwest Florida market as necessary
    • Valid driver's license, satisfactory driving record and reliable transportation is required
    • Natural team player with unquestioned integrity and business ethics
    • Positive, high energy leadership style and strong work ethic
    • Self-starter who leads by example and personal involvement
    • Opportunistic competitor who is eager to achieve and be an impact player
    • Personally accountable for developing team members and delivering results
    • Able to multi-task and work effectively in a dynamic, fast-paced environment


    Physical Demands

    While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Work Environment

    This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.


    Equal Employment Opportunity

    Hotwire Communications is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.


    Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.


    *Sponsorship is not available for this position


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