Hotwire Communications

  • Director, Account Management (Miami)

    Job Locations US-FL-Miami
    Posted Date 7 days ago(7/16/2019 1:23 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

    Hotwire Communications is looking to hire a Director of Account Management for the Southeast Florida market, primarily Miami-Dade and Broward Counties. The ideal candidate will have a deep understanding of the dynamics of residential HOA/COA communities in Southeast Florida, understand the needs of the hospitality industry, and have successful account management team leadership experience in these segments. This role has responsibility for building and effectively managing a high-performing team of Account Managers and Launch Account Managers across assigned residential HOA communities and Hotels. 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.


    Some of the key responsibilities for this role include:

    • Achieve assigned account management objectives for assigned residential communities and hotels
    • Build a high-performing team of Account Managers and Launch Account Managers  by attracting, recruiting and retaining top talent
    • Coach and develop Account Managers and Launch Account Managers 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, key personnel and 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/hotel specific support strategies. Monitor results and manage key metrics at each community to maintain and improve customer satisfaction.

    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. Knowledge of or experience in the hospitality industry is a plus.
    • 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)
    • 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


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