Regional Manager Account Management

Job Description

Job Description

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 delivery of contractual commitments.

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 organizations 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.
• Updating 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. 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 judgement over matters of significance.
• 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.
• Perform other related duties as assigned by your 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 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-thinking skills.
• Bilingual (English / Spanish) a strong preference.
• Must have an 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:

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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