Hotwire Communications Ltd
Regional Manager Account Management
Hotwire Communications Ltd, Fort Lauderdale, Florida, us, 33336
The
Regional Manager of Account Management
is responsible for building and effectively managing a high-performing team of Account Managers and Property Support Specialists in the region to ensure the delivery of contractual commitments. The incumbent creates and executes strategies to increase Hotwire services' awareness and penetration to develop long-term customer relationships while maintaining high levels of customer satisfaction.
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 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.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 trusted, long-term relationships with board members, property managers, and residential 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-specific support strategies. Monitor results and manage key metrics at each community to maintain and improve customer satisfaction.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.Requires the consistent use of independent judgment over matters of significance.
QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Bachelor's 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.Exceptional interpersonal and verbal communication skills.Natural team player with unquestioned integrity and business ethics.Solid business acumen, management, analytical, and problem-thinking skills.Bilingual (English/Spanish) a strong preference.Must have a state-issued, active and clean, non-restrictive, state-issued driver's license.Ability and willingness to work a flexible Full-Time schedule that may include weekends and holidays.
BENEFITS:Comprehensive Healthcare/Dental/Vision Plans401K Retirement Plan with Company MatchPaid Vacation, Sick Time, and Additional HolidaysPaid Volunteer TimePaid Parental LeaveHotwire Service DiscountsEmployee Referral BonusesExclusive Entertainment Discounts/Perks
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Regional Manager of Account Management
is responsible for building and effectively managing a high-performing team of Account Managers and Property Support Specialists in the region to ensure the delivery of contractual commitments. The incumbent creates and executes strategies to increase Hotwire services' awareness and penetration to develop long-term customer relationships while maintaining high levels of customer satisfaction.
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 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.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 trusted, long-term relationships with board members, property managers, and residential 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-specific support strategies. Monitor results and manage key metrics at each community to maintain and improve customer satisfaction.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.Requires the consistent use of independent judgment over matters of significance.
QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Bachelor's 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.Exceptional interpersonal and verbal communication skills.Natural team player with unquestioned integrity and business ethics.Solid business acumen, management, analytical, and problem-thinking skills.Bilingual (English/Spanish) a strong preference.Must have a state-issued, active and clean, non-restrictive, state-issued driver's license.Ability and willingness to work a flexible Full-Time schedule that may include weekends and holidays.
BENEFITS:Comprehensive Healthcare/Dental/Vision Plans401K Retirement Plan with Company MatchPaid Vacation, Sick Time, and Additional HolidaysPaid Volunteer TimePaid Parental LeaveHotwire Service DiscountsEmployee Referral BonusesExclusive Entertainment Discounts/Perks
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