GM/VP Customer Success and Market Engagement

Job Description

Job Description

Duties / Responsibilities:

1. Relationship Management: Lead and manage a team of local Customer Success Managers within an assigned market to deliver a best-in-class experience for customers, employees, and the communities we serve. Serve as the primary escalation point for systemic market performance issues.
2. Provide Market Leadership: Ensure the company's brand, market strategy, culture, and customer objectives are clearly understood and consistently executed. Collaborate with cross-functional partners, including Sales, Call Center Operations, Construction, Field Operations, Engineering, and Marketing, to strengthen Hotwire's community engagement and successfully deliver the market strategy. Serve as the Business Continuity lead during market events (e.g., storms and other emergencies). Communicate with passion, clarity, and enthusiasm while championing customer excellence and innovative ways of working.
3. Issue Resolution and Escalation Management: Partner with local and corporate stakeholders to identify, resolve, and escalate market issues as needed. Apply deep product and operational knowledge to facilitate timely resolution through collaboration, networking, and negotiation. Conduct root cause analyses and implement corrective actions to prevent recurring issues.
4. Market Strategy: Partner closely with the Chief Customer Success Officer to develop and execute a market engagement strategy that addresses local market needs while aligning with Hotwire's broader strategic objectives. Drive service quality, customer satisfaction, and long-term customer value.
5. Market Subject Matter Expert (SME): Serve as the market's subject matter expert, coordinating activities across the region to minimize risk to both the customer and employee experience. Partner with the Chief Customer Success Officer to assess and validate risks after new initiatives are implemented within the market.
6. Community Engagement: Collaborate with the Customer Success team and the Chief Customer Success Officer to develop and execute community initiatives, programs, and events that strengthen Hotwire's brand presence and deepen relationships within the communities we serve.
7. Competitive Intelligence: Maintain a comprehensive understanding of competitive activity within the assigned market. Provide regular insights and recommendations to Marketing and Market Growth leadership to support strategic decision-making.
8. New Build and Market Expansion: Monitor all aspects of the new-build pipeline to maximize growth opportunities. Partner with Market Growth and New Construction leadership by providing market intelligence, customer insights, and qualified opportunities that support continued expansion.
9. Renewal Readiness: Assess each property's likelihood of renewal based on customer experience, relationship health, and overall engagement with Hotwire. Develop annual account plans to strengthen relationships, improve the customer experience, and maximize retention. Accountable for achieving a 100% renewal rate across all Hotwire accounts within the assigned market.
10. Change Management: Partner with corporate teams to ensure projects, operational initiatives, and product launches are executed according to plan and schedule while protecting the customer experience and minimizing disruption within the local market.
11. KPI Performance Management: Monitor and ensure the market consistently achieves the key performance indicators (KPIs) that drive business success and measure the overall customer experience. Drive continuous improvement through influence, transparency, collaboration, and escalation when necessary.

Key performance metrics including:

• Onboarding health and implementation dashboards
• Community engagement
• Resident satisfaction
• Service utilization
• Payment and product adoption metrics
• Sponsorship and market engagement budget management
• Business reviews and Board/Executive relationship management
• Renewal readiness
• Customer health dashboard performance

12. Operational performance, including:

• • Quality of Service
  • Network resilience and performance
  • Trouble call performance
  • Repeat service call rate
  • Quality of Experience (QoE)
  • On-time launch delivery
  • Installation completion rate

13. Perform other duties as assigned by leader.

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 required; Masters preferred.
• Minimum of five (5) years of experience in sales, marketing, and/or operations within the telecommunications industry or a related industry, with a minimum of ten (10) years of overall professional experience in the telecommunications industry or a closely related field.
• Minimum of five (5) years of experience in a market leadership role within a complex, customer-focused, service-oriented, and technically driven environment, with a demonstrated commitment to customer excellence.
• Demonstrated success in developing and executing strategies that enhance the customer experience while increasing customer satisfaction, engagement, and loyalty through the effective delivery of products and services.
• Excellent presentation, verbal, and written communication skills, with the ability to influence stakeholders at all levels.
• Strong financial, analytical, and negotiation skills, with the ability to interpret data and drive informed decisions.
• Creative and strategic thinker with the ability to develop innovative, practical solutions.
• Demonstrated integrity, adaptability, resilience, and a strong commitment to teamwork and operational excellence.
• Proven ability to analyze complex problems, challenge assumptions, and implement effective solutions.
• Ability to navigate cross-functional dependencies and collaborate across teams to deliver an exceptional customer experience.
• Strong leadership and interpersonal skills, with the ability to build relationships, foster collaboration, and inspire followership.
• Organizationally astute, with the ability to embrace Hotwire's culture while successfully leading change and implementing new initiatives.

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.