Director of Account Management & Community Relations

The Director of Account Management & Community Relations is responsible for building and effectively managing a high–performing team of Account Managers across assigned residential communities. Additionally, the Director will support the regional Business Development team to establish Hotwire as a trusted business partner and create new or incremental sales opportunities from current clients, Property Management companies, Homeowner Associations and Board of Directors. This role requires strategic planning, effective communication, and leadership skills to drive positive interactions with stakeholders and align community efforts with organizational goals.

Duties / Responsibilities:

• Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction.
• Lead a team of account managers to ensure client needs are met and exceeded.
• 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.
• Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and the Hotwire brand is being professionally represented at all times.
• Attend board meetings, property management meetings, community events, trade shows and key property presentations as needed to support the Business Development team and the regional sales goals.
• Develop and implement community engagement strategies to foster positive relationships with stakeholders.
• Stay current on industry trends and best practices to drive innovation and success in account management.
• Collaborate with internal teams to drive account growth and retention.
• Maintain a punctual and consistent leadership presence.
• Maintain a strong working knowledge of Hotwire internet, voice, video and home security applications and service offerings.
• Monitor and track competitive changes in the market and provide mentorship to the Sales and Marketing teams to help identify market growth opportunities.
• Deliver training and host promotional activities at assigned communities to promote awareness and penetration of Hotwire products and services.
• Ensure team members are regularly trained and updated on Hotwire products and services, changes in Hotwire policies/procedures and the art of providing White Glove Customer Service.
• Support the Business Development team by connecting with industry professionals and leveraging those relationships to support the sales process by attaining assigned metrics.
• Promote brand awareness and product knowledge within the region by scheduling and working with the appropriate internal departments to organize facility tours and product demonstrations.
• Willingness to travel and support Developing Market needs.
• Other duties as assigned by 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’s degree in Business Administration, Marketing or related field (Master’s preferred).
• 10 years of professional experience with customer – facing, team leadership and at least eight years leadership roles (i.e. director).
• Proven experience in community engagement and account management.
• Strong leadership skills with the ability to motivate and inspire teams.
• Excellent communication and interpersonal skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Natural team player with unquestioned integrity and business ethics.
• Positive, high energy leadership style and strong work ethic.
• Self-starter who leads by example and personal involvement.
• Opportunistic competitor who is eager to achieve and be an impact player.
• Personally accountable for developing team members and delivering results.
• Able to multi-task and work effectively in a dynamic, fast-paced environment.
• Must be able to legally drive and provide own transportation to various locations in organizational service area, including weekends and evenings.
• Industry-related experience preferred.
  
  

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.