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
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