Launch Account Manager - Developing Markets

Job Description

Job Description

The Launch Account Manager is responsible for building relationships with boards as well as POA offices for assigned properties. The incumbent ensures the launch process progresses according to plan and the property receives the “white glove” experience from day one. The Launch Account Manager is the one-site key communicator between the company and the property during the launch and installation phase of a project.

Duties / 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.
• Coordinates “pre-launch” community-wide signup events with the goal of kick-starting the home survey/LOA process with On-Site Operations Team.
• Coordinates contract deliverables including hardware and services to common area(s) and back-office locations.
• 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.
• 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.
• Collaborates with appropriate team to deliver marketing material and make recommendations for additional collateral as necessary.
• 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).
• Other duties as assigned by Supervisor.

Minimum 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 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.
• Must be able to drive and have active and clean, non-restrictive, state issued driver’s license in assigned territory.
• Launch Account Managers assigned to developing markets must have the ability and flexibility to travel up to 80% as required.
• Industry-related experience preferred.

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 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

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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