Hotwire Communications

  • Area Manager, Account Management

    Job Locations US-FL-Boca Raton
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-1213
    # of Openings
    1
    Department
    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

    Your primary focus is to directly support and manage a team of Account Managers to ensure each Account Manager is providing the highest level of customer service and positively representing the company. You will interface and build relationships with both the Property Manager and Area Supervisor from each Management Company within Hotwire’s account portfolio. You will maintain a high level view of each account to ensure all contractual/business terms are delivered and identify opportunities to increase sales penetration. The Area Manager is also responsible for all contract renewals.

     

    • Ensure Account Management team is representing Hotwire in a positive manner and building strong relationships with the Property Management staff, Board of Directors and customers.
    • Ensure Hotwire is meeting all contractual commitments and customer service standards for each account.
    • Facilitate strong communication and collaboration between the internal departments including Customer Service, Operations, Legal, Marketing and Accounting to improve efficiency.
    • Maintain high level view of service standards and escalate issues accordingly.
    • Work with the Area Managers assigned to different regions to develop consistent processes and procedures for the Account Management Team.
    • NEW CONSRUCTION PROPERTIES – Develop process for the Account Management team to facilitate a successful turnover from Developer to First Board of Directors.
    • Partner with the Area Launch Account Management Supervisor to ensure that all new development projects are transitioned successfully to daily operations.  
    • Maintain all existing account contract expiration dates and manage the contract renewal process.
    • Ensure all account billing is accurate and all accounts in the area are current.
    • Review penetration reports and work with the Account Manager to identify strategies/ideas to increase penetration for each account then work with Marketing and Residential Sales team to implement.
    • Oversee the services provided in the common areas of each account. Work with the Fision Plus team for any service issues or additional service requests.
    • Network and build positive relationships to develop sales leads in the region.
    • Attend all Condominium Meetings as needed/requested.
    • Attend all Condominium, HOA and Community Events that Hotwire participates in and/or sponsors.
    • Attend Networking or Chamber events as needed.
    • Manage all Account Management staffing needs. Work with Business Development/Launch to understand the projects coming and add additional team members as needed.
    • Staff all properties to meet the goals of the area and be certain that each property is pleased with your staffing assignment

    What You Need to Bring

    • Candidate must be fluent in both English and Spanish
    • Existing property management and multi-property supervisory experience preferred. Active CAM License in the State of Florida preferred.
    • Candidate must understand the fundamentals of the Cable TV and Internet Industry and be comfortable using demonstrating all the features of a competitive product offering.
    • Candidate must have some public speaking skills and history, the ability to run meetings for Team and Customers.
    • Candidate must have experience dealing with Property Managers and Board of Directors.  
    • A known and respected area professional with creativity, initiative, and the breadth of telecommunications experience to “hit the ground running.”
    • A polished, articulate, and savvy professional who will represent Hotwire in the marketplace in a first class fashion. Capable of promoting the organization to a variety of sophisticated audiences.
    • Excellent organizational and project management skills. Ability to handle multiple tasks effectively and work autonomously.
    • Value and possess experience building highly effective cross-functional teams.
    • An innovative thinker and a creative problem solver who identifies and resolves customer issues before they escalate.
    • Bring a results-oriented, can-do attitude with a professional discipline.
    • Demonstrated ability to incorporate customer service standards into all employee job responsibilities.
    • An entrepreneurial spirit and willingness to roll up his/her sleeves, be “hands-on”, and do whatever it takes to get the job done.
    • Effective written and oral communication skills, including experience making effective public presentations. Possess a flexible communication style and ability to work with multiple audiences.
    • Experience in customer-facing roles in sales, project management, customer service and/or technical support.
    • An individual who is organized, detail-oriented, has a sense of urgency and constantly asks, "How can we improve, be the best in the business, and how can I best support this organization?"
    • Flexible, with the ability to work as a team player and relate well to colleagues at all levels of the organization.
    • Strong English verbal and written skills

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