Multifamily Customer Success Representative

Frontier Internet; Tampa (FL); Hybrid; USD 72,000 - 144,000; Full time

Benefits offered by this job

20 PTO days + 10 holidays

Day one medical, dental, vision

401k match 50% on 6%

Tuition Assistance Program

Parental leave 10 weeks

Adoption program assistance

3 weeks caregiver leave

Job summary

Frontier Communications is seeking a Multifamily Customer Success Representative in a hybrid role with a Clearwater, FL hub. You will be the primary contact for customers, driving onboarding, retention, and revenue growth in the Multifamily segment.

You will collaborate across teams and travel up to 50% to support regional sales efforts. Benefits include comprehensive medical plans, 401(k) matching, tuition assistance, paid time off, parental leave, and more.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years’ experience in account management and customer success.
• Experience in the Multifamily (MDU) marketplace is preferred.
• Knowledge of fiber-based telecommunications is a plus.
• Excellent interpersonal, oral, written communication and presentation skills.
• Sales proficiency with value-based selling.

Responsibilities

• Engage with customers to understand needs and foster relationships.
• Deliver customer success and client retention including KPIs and playbook adherence.
• Meet monthly, quarterly and yearly quotas.
• Cultivate relationships with Multifamily and HOA clients for onboarding and revenue.
• Educate customers on product features and enhancements.
• Manage onboarding with cross-functional teams to meet timelines.
• Escalate issues and drive timely resolutions.
• Identify upsell and cross-sell opportunities.
• Travel to support regional sales efforts.

Skills

Account management

Customer success

Sales proficiency

CRM (Salesforce)

Communication

Travel

B2B/B2C sales

Relationship building

Education

Bachelor's degree

Tools

Salesforce

Job description

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

Multifamily Customer Success Representative

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

What we’re seeking:

The Multifamily Customer Success Representatives will play a pivotal role in our expanding Multifamily (MDU) Sales Team to help drive penetration and profitability within the segment. You will be the primary point of contact for our customers, responsible for building and maintaining strong relationships. You will play a crucial role in ensuring successful client outcomes, account revenue growth, and renewals/upgrades. In this hybrid role, you will have a defined work location HUB which includes work from home and assigned days in the office set by your manager. The HUB for this role will be at our Clearwater, FL location.

What we need in you:

You are a driven sales professional who thrives in a fast-paced customer success team that will deliver exceptional solutions and services to our valued customers. You leverage your business acumen to exceed sales targets and drive aggressive growth in B2B and B2C sales environments. You have an innate desire to win. You have several years of experience in frontline sales and are a creative problem solver who takes responsibility for meeting your numbers, enhancing revenue, and maximizing client relationships.

What you’ll do:

• Engage with customers to understand their needs and expectations, and foster positive relationships through regular communication and check-ins
• Deliver on all aspects of customer success and client retention including established KPIs, playbook adherence, and communication requirements
• Consistently deliver on all business targets and achieve all assigned monthly, quarterly, and yearly quotas
• Cultivate relationships with Multifamily and HOA clients to ensure successful onboarding, maximize revenue, contract duration, and client satisfaction
• Educate customers on product features, best practices, and potential enhancements
• Successfully manage client relationships through the construction and onboarding process, including managing internal cross-functional teams to meet property timelines for service availability
• Act as an escalation point for customer issues and work with teams to ensure timely resolution
• Identify upselling and cross-selling opportunities to expand assigned customer accounts
• Travel as necessary to support regional sales efforts and sales partners

What we offer:

• Salary Range: $72,000 to $144,000
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Tuition Assistance Program
• Personal & Work Life Balance Resources & Wellness Support Assistance
• Employee Resource Groups
• 10 weeks of paid parental leave, & a phased return to work program for new parents
• Up to $10k in adoption program assistance
• 3 weeks of paid caregiver leave

What background you should have:

• Bachelor's degree or equivalent experience required
• 5+ years’ experience in account management and customer success roles; preference for roles within the telecommunications or related industries
• Knowledge of and a track record of success working within the Multifamily (MDU) marketplace
• Knowledge of fiber-based telecommunications services a plus
• Must have excellent interpersonal, oral, written, communication, and presentation skills
• Strong influencing skills and sales proficiency with value-based selling
• Ability to effectively deliver sales plans, dashboards, pipeline reports and manage individual KPIs
• Demonstrated ability to establish and maintain effective, collaborative working relationships with executives, department heads, mid- and lower-level management, vendors and other stakeholders
• Salesforce or equivalent CRM proficiency required
• A valid state driver’s license and a willingness to travel up to 50% within the assigned territory

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve.

Frontier Communications is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.