Regional Manager Account Management

Responsibilities

• Build a high-performing team of Account Managers and/or Property Support Specialists.
• Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction.
• Perform management responsibilities in accordance with the organization's policies and applicable laws; responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Partner with the Launch Account Management team to ensure that all new projects are transitioned successfully to daily operations.
• Create training opportunities and ensure team members are regularly trained and updated on products and services, changes in policies/procedures and the art of providing White Glove Customer Service.
• Develop and maintain trusted, long-term relationships with board members, property managers and residential customers at assigned communities to ensure support systems are meeting/exceeding customer expectations.
• Ensure Account Managers are reviewing reports and effectively managing aged accounts on a consistent basis.
• Update Salesforce Regularly check and assess the customer satisfaction of board members, property management staff and VIP customers and respond accordingly.
• Oversee the development and implementation of community specific support strategies.
• Maintain and improve customer satisfaction by monitoring results and managing key metrics at each community.
• Deliver training and host promotional activities at assigned communities to promote awareness and penetration of products and services.
• Partner effectively with other departments, including Construction, Launch, Installation, Field Service, Customer Service, Marketing, Dispatch, etc. to help minimize escalations, repeat trouble calls and customer dissatisfaction.
• Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and our brand is being professionally represented at all times.
• Attend and speak at Town Hall, Condominium, HOA and Community Events as needed.
• Deliver training and host promotional activities at assigned communities to promote awareness and penetration of products and services.
• Partners effectively with other departments, including Construction, Launch, Installation, Field Service, Customer Service, Marketing, Dispatch, etc. to help minimize escalations, repeat trouble calls and customer dissatisfaction.
• Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and our brand is being professionally represented at all times.
• Attend and speak at Town Hall, Condominium, HOA and Community Events as needed.

Qualifications

• Bachelor Degree in business, or appropriate equivalent from an accredited university.
• An entrepreneurial spirit and willingness to roll up his/her sleeves, be “hands-on”, and do whatever it takes to get the job done.
• Minimum five years of successful, customer facing team leadership experience in the hospitality, telecom or property management industry. (Minimum seven years for Senior Regional.)
• Exceptional interpersonal and verbal communication skills.
• Natural team player with unquestioned integrity and business ethics.
• Solid business acumen, management, analytical, and problem-solving skills.
• Bilingual (English / Spanish) a strong preference.
• Must have an active and clean, non-restrictive, state issued driver’s license.
• Able and willing to work a flexible Full Time schedule that may include weekends and holidays.

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
• Equal Employment Opportunity
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks