Account Manager

About the role

The Account Manager is the key communicator between the company and the property and is responsible for maintaining and building relationships with the Boards and HOA offices for assigned properties. They ensure the overall good “health” of the property including customer satisfaction, service delivery, and status of accounts receivables.

Responsibilities

• Develop deeper relationships with clients and act as their primary contact with the company.
• Support events and other promotional activities at your assigned properties.
• Conduct ongoing account visits and meetings (minimum twice a month per account) to review service performance, utilization reports, and communicate new feature releases (when applicable).
• Proactively identify opportunities for potential upsell to drive incremental revenue.
• Handle resident and VIP escalations when necessary.
• Lead the contract renewal presentation process for all assigned accounts.
• Establish and develop appropriate business relationships with property owners, property board members, General Management, and IT staff to gain referrals to other communities.
• Partner with legal, engineering, marketing, technical operations, customer service, and other functional departments to ensure end-to-end customer satisfaction for all customer requests.
• Create and deliver onsite sales presentations/demos that showcase the latest products and services; conduct product training with clients as needed.
• Attend and/or set up local/national tradeshows and community/hospitality association events, when needed.
• Stay up-to-date on new community and hospitality telecom trends, brand standards, and competition to best position the company in the marketplace.
• Collaborate with the appropriate team to deliver marketing material and make recommendations for additional collateral as necessary.
• Consistently exercise independent judgment and discretion in matters of significance.
• Respond to all customer web inquiries and online/social media posts.
• Update the customized web portal blog (when applicable).
• Other duties as assigned by Supervisor.

Requirements

• Bachelor’s degree preferred or equivalent.
• At least 2 years’ telecommunications industry experience with account management experience preferred.
• At least 3 years of Account Management, Customer Service, or other relevant experience.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Must embrace company principles and demonstrate understanding of the company’s White Glove culture.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans.
• 401K Retirement Plan with Company Match.
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!).
• Paid Volunteer Time.
• Paid Parental Leave.
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service.
• Employee Referral Bonuses.
• Exclusive Entertainment Discounts/Perks.