Launch Account Manager

Responsibilities

• Maintains constant and ongoing communication regarding project status with property stakeholders.
• Is on site throughout entire launch of project (if existing community) OR visits the new construction project weekly during construction and more often as necessary/required during the move-in process after TCO.
• Holds meetings whenever appropriate with community representatives or developers.
• Represents company during scheduled property Town Halls and/or Board Meetings.
• Collaborate with operational teams and create orders for all operational needs including number of on-site personnel, back-office workspace, equipment and office trailer space on premise if applicable, restroom facilities etc, and all other necessary equipment for operational efficiency.
• Obtains list of property VIPs, Board Members and other “friendlies” for testing and initial installs.
• Obtains map(s) of property/community and diagrams/floor plans for the homes/condos to be installed.
• Obtains list of units and provides all relevant information to billing to ensure Hotwire commences accurate billing based on contract terms.
• Collaborates with appropriate team to deliver marketing material and make recommendations for additional collateral as necessary.
• Coordinates “pre-launch” community-wide signup events with the goal of kick-starting the home survey/LOA process with On-Site Operations Team.
• Collaborate with operational teams and create orders for all operational needs including number of on-site personnel, back-office workspace, equipment and office trailer space on premise if applicable, restroom facilities etc, and all other necessary equipment for operational efficiency.
• Coordinates to ensure that the common area(s) within the contract are completed prior to system activation, working with other departments, i.e. construction, installation teams, etc.
• Personally, handles MSAs and all correspondence for VIPs, Board Members other “friendlies.”
• Handles all escalated customer and on-site subscriber issues including damage claims.
• Collaborates with appropriate team to deliver marketing material and make recommendations for additional collateral as necessary.
• Coordinates and executes informational community-wide meetings with resident population with the goal of training on technology or informing community of project status/changes.
• Introduces ongoing operational Account Manager to the property upon turnover to internal operations group.
• Consistent exercise of independent judgment and discretion in all matters associated with projects.
• Responds to all customer web inquiries and online/social media posts.
• Updates the customized web portal blog (when applicable).

Qualifications

• Bachelor’s degree preferred or equivalent.
• At least 2 years’ telecommunications industry experience with account management experience preferred.
• Knowledge of cable and telecommunications products and services 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.
• Able to travel up to 80% of the time.
• Must be able to drive and have active and clean, non-restrictive, state issued driver’s license in assigned territory.