Launch Account Management - Supervisor

The Launch Account Management Supervisor collaborates and leads a team that ensures building relationships with boards as well as POA offices for assigned properties. The incumbent ensures the launch team and plans progress according to plan and the property receives the “white glove” experience from day one.

RESPONSIBILITIES:

• Maintain constant and ongoing communication regarding project status with property stakeholders.
• Monitor team performances and reports on Metrics.
• Create a consultation schedule for RSS agents.
• Visit 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.
• Represent 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 work space, equipment and office trailer space on premise if applicable, restroom facilities etc, and all other necessary equipment for operational efficiency.
• Obtain list of property VIPs, Board Members and other “friendlies” for testing and initial installs.
• Obtain map(s) of property/community and diagrams/floor plans for the homes/condos to be installed.
• Obtain list of units and provide all relevant information to billing to ensure Hotwire commences accurate billing based on contract terms.
• Coordinate “pre-launch” community-wide signup events with the goal of kick-starting the home survey/LOA process with On-Site Operations Team.
• Coordinate contract deliverables including hardware and services to common area(s) and back office locations.
• 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.
• Submit tickets for rate sheets, as well as communication letters for construction and consultation letters.
• Create installation schedules through AmDocs and OfficeTrack.
• Personally handle MSAs and all correspondence for VIPs, Board Members other “friendlies.”
• Handle all escalated customer and on-site subscriber issues including damage claims.
• Execute informational community-wide meetings with resident population with the goal of training on technology or informing community of project status/changes.
• Introduce ongoing operational Account Manager to the property upon turnover to internal operations group.
• Ensure appropriate team to delivers marketing material and collaborate on the need for additional collateral.
• Make high level decisions requiring consistent exercise of independent judgment and discretion in matters of significance.
• Respond to all customer web inquiries and online/social media posts.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent
• At least 3 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

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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