Community Account Manager

Position Summary

The Community Account Manager is the primary relationship owner and day-to-day advocate for an assigned portfolio of bulk communities. The Community Account Manager builds trusted partnerships with property managers, onsite staff, Boards of Directors (BODs), ownership representatives, and other community decision makers. This role protects and grows long-term account value by maintaining a visible presence, anticipating needs, resolving issues, strengthening stakeholder confidence, and ensuring the company is responsive when community leaders call.

Success requires equal parts relationship leadership and operational follow-through. The Community Account Manager serves as the voice of the customer internally and as a credible company representative externally, coordinating cross-functional teams through service concerns, executive escalations, resident-impacting issues, renewals, community events, and opportunities to deepen the partnership.

1. Stakeholder Relationship Ownership

• Own the health of each assigned community relationship from day-to-day engagement through executive-level interactions and contract renewal.
• Establish and maintain strong, professional rapport with property managers, onsite staff, BOD members, ownership representatives, general management, IT contacts, and other key influencers or decision makers.
• Build a documented stakeholder map for every assigned account, including roles, influence, communication preferences, priorities, and relationship risks.
• Maintain a consistent onsite presence and proactive communication cadence based on each community's needs, with regular visits and formal account reviews no less than twice per month unless otherwise approved.
• Remain accessible and responsive when community stakeholders call, acknowledging urgent concerns promptly and setting clear expectations for ownership, next steps, and follow-up.
• Develop relationships that extend beyond a single contact so the company's standing remains strong through board, management, or staffing changes.

2. Community Experience & Service Advocacy

• Monitor the overall stakeholder experience across the assigned portfolio, identify emerging concerns, and intervene before issues become broader relationship or renewal risks.
• Review service performance, utilization, recurring themes, open commitments, and relevant product or feature updates with community stakeholders.
• Translate technical or operational information into clear, audience-appropriate updates for property leaders, board members, staff, and residents.
• Represent the community's needs internally and coordinate with Technical Operations, Engineering, Customer Service, Sales, Marketing, Legal, Finance, and other teams to drive timely and complete resolution.
• Close the loop on commitments: confirm that action was taken, communicate outcomes, document any remaining risk, and verify stakeholder satisfaction.

3. Escalation Management

• Serve as the accountable relationship lead for resident, VIP, property-management, and board-level escalations within the assigned portfolio.
• Assess urgency, business impact, stakeholder sensitivity, and potential renewal or reputational risk; engage the appropriate internal owners and leadership without delay.
• Maintain a clear escalation plan with owners, milestones, communication frequency, and resolution criteria, while keeping affected stakeholders informed throughout the process.
• Conduct post-resolution follow-up and identify root causes, lessons learned, and preventive actions for recurring or high-impact issues.
• Escalate internally when progress, communication, or service outcomes do not meet the commitment made to the community.

4. Renewals, Retention & Account Growth

• Maintain an accurate view of contract dates, decision processes, stakeholder sentiment, competitive threats, and renewal risk for every assigned community.
• Develop and execute proactive retention plans well in advance of renewal, using documented value, service performance, stakeholder advocacy, and resolved risks to support a successful outcome.
• Partner with Sales and leadership on renewal strategy, commercial discussions, and account-growth opportunities while protecting trust and long-term relationship value.
• Identify appropriate upsell, expansion, and service-enhancement opportunities based on community needs; coordinate discovery, presentations, and internal handoffs.
• Support accounts-receivable follow-up when needed, addressing outstanding balances with professionalism and coordinating with Finance to resolve disputes or administrative barriers.

5. References, Advocacy & Regional Reputation

• Build and maintain a robust, current reference portfolio across the assigned region, with representation from varied community types, stakeholder roles, and customer use cases.
• Identify satisfied champions and secure permission for appropriate reference activities, including prospect calls, site visits, testimonials, case studies, events, and peer introductions.
• Track reference readiness, approved uses, participation history, stakeholder preferences, and relationship quality so advocates are engaged thoughtfully and not overused.
• Partner with Sales and Marketing to match qualified references to opportunities and to develop credible proof points that reflect the customer experience accurately.
• Generate referrals and introductions to other communities by earning trust and demonstrating measurable value in existing accounts.

6. Executive Communication, Events & Public Speaking

• Prepare for and lead presentations at BOD meetings, town halls, annual meetings, property staff meetings, and other community forums.
• Communicate confidently with both executive and non-technical audiences, including in high-pressure settings where service performance or community concerns are under scrutiny.
• Create and deliver account reviews, service updates, product demonstrations, training, and educational presentations using clear data, recommendations, and next steps.
• Support onsite events, promotional activities, trade shows, and community or hospitality association events as business needs require.
• Coordinate with Marketing on relevant collateral and community communications while ensuring messaging is accurate and appropriate for the audience.

7. Portfolio Management & Business Discipline

• Maintain timely, accurate account records, including stakeholder contacts, visit notes, action items, escalation status, customer sentiment, renewal plans, reference status, and growth opportunities.
• Prioritize time and travel according to customer impact, relationship health, renewal timing, and business risk across the portfolio.
• Provide leadership with concise visibility into account health, significant risks, reference coverage, retention outlook, and actions requiring cross-functional support.
• Stay informed about telecommunications trends affecting bulk communities, competitive activity, community and hospitality standards, and relevant product capabilities.
• Exercise sound independent judgment in significant customer matters and perform other related duties as assigned.

Performance Measures

Performance will be evaluated using a balanced set of outcome and execution measures. Specific targets and weighting may be established annually based on portfolio composition and company priorities.

Measure

How Success Is Demonstrated

Reference strength

Quality, readiness, diversity, and percentage of assigned communities approved and available as references; effective stewardship and use of advocates.

Stakeholder NPS

Net Promoter Score and related feedback from community stakeholders and decision makers, supported by response rates and documented follow-up.

Renewal & retention

Renewal success, gross retention, preventable churn, early risk identification, and execution of account-specific retention plans.

Relationship health

Strength and breadth of stakeholder relationships, engagement cadence, account coverage, responsiveness, and completion of commitments.

Escalation outcomes

Speed and quality of communication, cross-functional coordination, resolution effectiveness, recurrence prevention, and stakeholder confidence following closure.

Portfolio execution

Accuracy and timeliness of account records, forecasts, visit plans, reference status, renewal milestones, and leadership reporting.

Minimum Qualifications

• 3+ years of experience in telecommunications account management, property management, community association management, customer success, or a closely related relationship-management role.
• Demonstrated success managing complex customer relationships with multiple stakeholders and competing priorities.
• Strong written, verbal, presentation, and interpersonal communication skills, including the ability to build credibility with property managers, staff, board members, executives, and residents.
• Experience owning sensitive escalations and coordinating cross-functional teams through resolution.
• Ability and willingness to travel 80% or more of the time throughout the assigned region, with reliable transportation; occasional evening attendance at BOD meetings, town halls, or community events may be required.
• Ability to organize a geographically distributed portfolio, maintain accurate records, and follow through consistently in a fast-moving environment.
• Proficiency with Microsoft Office, including Outlook, Word, Excel, and PowerPoint, and the ability to work effectively in customer relationship management and reporting systems.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Experience supporting bulk telecommunications, multifamily, homeowners association, condominium, hospitality, or master-planned community accounts.
• Experience presenting to Boards of Directors, executive stakeholders, or large community audiences.
• Experience supporting contract renewals, customer-reference programs, account expansion, or retention planning.