Launch Account Manager

About the role

The Launch Account Manager builds relationships with boards and POA offices for assigned properties, ensuring the launch process progresses according to plan and the property receives a “white glove” experience from day one. This role serves as the key on-site communicator between the company and the property during the launch and installation phase.

Responsibilities

• Maintains constant and ongoing communication regarding project status with property stakeholders.
• On-site throughout the entire launch of an existing community or visits new construction projects weekly during construction, increasing frequency during the move-in process after TCO.
• Holds meetings with community representatives or developers as appropriate.
• Represents the company during scheduled property Town Halls and/or Board Meetings.
• Collaborates with operational teams to create orders for on-site personnel, back-office workspace, equipment, office trailer space, restroom facilities, and other necessary operational needs.
• Obtains lists of property VIPs, Board Members, and other key contacts for testing and initial installs.
• Obtains maps, diagrams, and floor plans of the property/community for installation planning.
• Provides unit lists and relevant information to billing to ensure accurate billing based on contract terms.
• Coordinates “pre-launch” community-wide signup events to kick-start the home survey/LOA process with the On-Site Operations Team.
• Coordinates contract deliverables, including hardware and services to common areas and back-office locations.
• Ensures common areas within the contract are completed prior to system activation, working with construction and installation teams.
• Handles MSAs and all correspondence for VIPs, Board Members, and other key contacts.
• Manages escalated customer and on-site subscriber issues, including damage claims.
• Coordinates and executes informational community-wide meetings to train residents on technology or update them on project status/changes.
• Introduces the ongoing operational Account Manager to the property upon turnover to the internal operations group.
• Collaborates with teams to deliver marketing materials and recommends additional collateral as needed.
• Exercises independent judgment and discretion in all project-related matters.
• Responds to customer web inquiries and online/social media posts.
• Updates the customized web portal blog when applicable.
• For Launch Account Managers in developing markets, must be able to travel up to 80% of the time.
• Performs other duties as required or assigned.

Requirements

• Bachelor’s degree preferred or equivalent experience.
• At least 2 years of telecommunications industry experience; account management experience preferred.
• Knowledge of cable and telecommunications products and services is a plus.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.
• Ability to travel up to 80% of the time.
• Must be able to drive and have an active, clean, non-restrictive, state-issued driver’s license in the assigned territory.

Benefits

• Comprehensive healthcare, dental, and 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 living on a property serviced by Hotwire (includes high-speed internet, video service, phone, and security service).
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.