Account Manager

Hotwire Communications Ltd; Naples (FL); On-site; USD 60,000 - 95,000; Full time

Benefits offered by this job

Healthcare benefits

401K with company match

Paid vacation and holidays

Volunteer time

Parental leave

Employee discounts on services

Job summary

Hotwire Communications Ltd. is seeking an Account Manager to serve as the primary liaison between properties and the company in Naples, FL. You will cultivate relationships with boards and HOA offices, ensure service quality, and manage accounts receivable health.

You will lead account visits, present new features, and identify upsell opportunities while coordinating with legal, engineering, marketing, and operations teams to deliver exceptional customer satisfaction.

Qualifications

• Bachelor’s degree preferred or equivalent.
• At least 2 years telecommunications industry experience with account management experience preferred.
• At least 3 years of Account Management, Customer Service or other relevant experience.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
• Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.

Responsibilities

• Develop deeper relationships with clients and act as their primary contact with the company.
• Support events and other promotional activities at your assigned properties.
• Conduct on-going account visits and meetings (minimum twice a month per account) to review service performance, utilization reports and communicate new feature releases.
• Identify opportunities for upsell to drive incremental revenue.
• Handle resident and VIP escalations when necessary.
• Lead the contract renewal presentation process for all assigned accounts.
• Establish and develop appropriate business relationships to gain referrals to other communities.
• Collaborate with departments to ensure end-to-end customer satisfaction for all requests.
• Create and deliver onsite sales presentations/demos showcasing products and services and conduct trainings.
• Attend local/national tradeshows and association events as needed.
• Stay updated on telecom trends and brand standards to position Hotwire effectively.
• Coordinate marketing materials and collateral as needed.
• Exercise independent judgment in significant matters.
• Respond to customer inquiries and online/social posts.
• Update the customized web portal blog when applicable.
• Perform other duties as assigned by Supervisor.

Skills

Account management experience

Customer service

Relationship building

Presentation skills

Education

Bachelor’s degree preferred or equivalent

Tools

Microsoft Office Suite

Job description

The Account Manager is the key communicator between the company and the property and is responsible for maintaining and building relationships with the Boards and HOA offices for assigned properties. They ensure the overall good “health” of the property including customer satisfaction, service delivery and status of accounts receivables.

RESPONSIBILITIES

• Develop deeper relationships with clients and act as their primary contact with the company.
• Support events and other promotional activities at your assigned properties.
• Conduct on-going account visits and meetings (minimum twice a month per account) to review service performance, utilization reports and communicate new feature releases (when applicable).
• Proactively identify opportunities for potential upsell to drive incremental revenue.
• Handle resident and VIP escalations when necessary.
• Lead the contract renewal presentation process for all assigned accounts.
• Establish and develop appropriate business relationship with property owners, property board members, General Management, and IT staff in order to gain referrals to other communities.
• Partner with legal, engineering, marketing, technical operations, customer service, and other functional departments to ensure end-to-end customer satisfaction for all customer requests.
• Create and deliver onsite sales presentations/demos that showcase the latest products and services; Conduct product training with clients as needed.
• Attend and/or set up local/national tradeshows and community / hospitality association events, when needed.
• Stays up-to-date of new community and hospitality telecom trends, brand standards and competition to best position Hotwire in the marketplace.
• Collaborates with appropriate team to deliver marketing material and make recommendations for additional collateral as necessary.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Responds to all customer web inquiries and online/social media posts.
• Updates the customized web portal blog (when applicable).
• Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS

• Bachelor’s degree preferred or equivalent
• At least 2 years’ telecommunications industry experience with account management experience preferred
• At least 3 years of Account Management, Customer Service or other relevant experience
• 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.